Support hours
Your Montova™ Gateway is monitored 24/24 hours, 7/7 days. Depending on your support package, the times between which our helpdesk staff will report certain problems to you via telephone or e-mail is determined.
The available support packages are:
- Standard support: on weekdays, between 08h00 CET until 18h00 CET, our helpdesk staff will actively report problems.
- Extended support: on weekdays, between 08h00 CET until 22h00 CET, and in the weekend between 10h00 CET and 22h00 CET, our helpdesk staff will actively report problems.
- Premium support: 24/24 on weekdays and in the weekend, our helpdesk staff will actively report problems.
| |
0h-6h |
7h |
8h |
9h |
10h |
11h |
12h |
13h |
14h |
15h |
16h |
17h |
18h |
19h |
20h |
21h |
22h |
23h |
| Mon |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
| Tue |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
| Wed |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
| Thu |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
| Fri |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
| Sat |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
| Sun |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
| |
|
standard support |
|
|
|
extended support |
|
|
|
premium support |
|
(All times are in CET.) |
If your Montova™ Gateway...
- ... fails to connect to our data centers, our helpdesk staff will call the registered contact person to alert him or her to this fact.
- ... fails to connect to your own back-end infrastructure (file share, message queueing system, ...), an e-mail will be sent to the registered e-mail address.
- ... physically breaks and can no longer function normally, a replacement will be installed on your location within 24 hours. If this is not sufficient, you can rent a backup box, which can act as a replacement.