Service hours

Status

July 2025

Service hours for estos Customer Care (eCC) and Basic Support

Within the scope of our "Basic Support" service offering (https://legal.estos.de/content/latest/support-und-softwarepflege/leistungsbeschreibungen-support-und-softwarepflege/leistungsbeschreibung-basis-support) the following service times apply to the processing of error messages that are received online (via our ticket system https://support.estos.de/en):

The time at the Starnberg, Germany location and the holiday regulations for nationwide public holidays in Germany, with the following additional restrictions:
- 24 December of the current calendar year
- 31 December of the current calendar year
- Between 24 December and 6 January of the following calendar year, please expect delays in processing.

Service times of working days as a weekly overview:

Within the scope of our service offer "Service Level Agreement" (https://legal.estos.de/content/latest/support-und-softwarepflege/leistungsbeschreibungen-support-und-softwarepflege/leistungsbeschreibung-service-level-agreement) the following service times apply to the processing of error messages, which are received online (via our ticket system https://support.estos.de/en) or by telephone (after a ticket has been created):

The time at the Starnberg, Germany location and the holiday regulations for nationwide public holidays in Germany, with the following additional restrictions:
- 24 December of the current calendar year
- 31 December of the current calendar year
- Between 24 December and 6 January of the following calendar year, please expect delays in processing.

Service times of working days as a weekly overview: