How long is the response time from customice?

Feedback from customice

Under the telephone number +49 (89) 121585-70 we are available on working days (not on Bavarian holidays) from Monday to Friday from 9:00 o'clock to 18:00 o'clock (Hotline). All errors and faults are processed via this hotline or our ticket system.

In accordance with our user agreement, customice guarantees you the following average response and reaction times, depending on the following priority classes:

• priority 1 messages: Response within 0.5 hours; restore time within 8 hours.
• priority 2 messages: Response within 2 hours; restore time within the next two working days
• priority 3 messages: Reaction within 8 hours; restore time within the next four working days.

The response times apply within the working hours listed under (5).
Priority classes are defined as follows:

• Priority 1
  Extensive operational disruption, the application is completely unavailable.
  Essential functions required for the use of the software are no longer available and no technical workaround is possible.
  Significant, critical impact on business operations; no workaround is possible.
• Priority 2
  Significant service degradation; essential parts of the application are unavailable; business viability impaired.
  Individual functions or blocks of functions are not available.
  Medium impact on business operations; workaround is possible but involves additional effort.
• Priority 3
  Insignificant service degradation, ease of use limited, business process is not significantly restricted.
  Individual functions that do not directly or indirectly affect business processes are not available.
  Minor impact on business operations; workaround possible, but may not be necessary.

If the specified restore times cannot be met, we will inform you immediately.