Status

September 2024

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 and holiday regulations at the Starnberg, Germany location apply with the following additional restrictions:
    • 24 December of the current calendar year to 6 January of the following calendar year.

  • Service times of working days as a weekly overview:

    WeekdayMorningAfternoon
    Monday09:00 – 12:0013:30 – 16:00
    Tuesday09:00 – 12:0013:30 – 16:00
    Wednesday09:00 – 12:0013:30 – 16:00
    Thursday09:00 – 12:0013:30 – 16:00
    Friday09:00 – 12:0013:30 – 16:00

Service times for Service Level Agreement (SLA)

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 and holiday regulations at the Starnberg location, Germany, apply
  • If changes are made to a functioning system without the knowledge and involvement of estos during the period from 24 December of the current calendar year to 6 January of the following calendar year, delayed response times are to be expected

  • Service times of working days as a weekly overview:

    WeekdayMorningAfternoon
    Monday09:00 – 12:0013:30 – 17:30
    Tuesday09:00 – 12:0013:30 – 17:30
    Wednesday09:00 – 12:0013:30 – 17:30
    Thursday09:00 – 12:0013:30 – 17:30
    Friday09:00 – 12:0013:30 – 17:30