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Support

Eligibility

Customers, who have an active subscription of SCEPman Enterprise are eligible for our support services. The support is included in the subscription fee of SCEPman Enterprise.

Scope

Our support services cover technical assistance for administrators:
  • Technical questions about features of SCEPman
  • Support for incidents regarding SCEPman

Access

You can access our support in the tab "help" on our main product web-site (https://www.scepman.com/).
Using the support website will generate a ticket in our ticket system, which will be the basis for the support process. Communication will happen in written form via e-mail or web-interface of our ticket-system. Depending on the support case, our support-engineers may decide to offer Microsoft Teams meetings to work on issues together with customers.

Language

Our engineers are happy to support you in these languages:
  • English
  • German

Support hours

  • Monday-Friday
  • 08:00-18:00 CET / CEST
  • Except from public holidays for Hesse / Germany

Support response time

Typical < 4 hours for incidents
Response time is defined as the duration between the report of the incident and the start of incident or problem handling through one of our support engineers. The response time is to be calculated within the support hours.
Last modified 15d ago