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.
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| | | 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.