Customer Support Policy

September 28, 2021

1When can I contact smartwork solutions for customer support?

This depends on where your company is based. The following table describes the availability of support for each region.

RegionAvailable times
EMEA Monday to Friday 10.am. to 6 pm. CET/CEST (Munich)
USAMonday to Friday 9.am. to 5 pm. EST/EDT (Munich)

All support times are excluding public holidays in Munich, Germany.

2How can I reach customer support?

We handle support queries through written communication. There are three ways to contact us:

Click on „Support" in your SMASHDOCs application.

Submit a ticket at https://support.smashdocs.net/en

Send an e-mail to support@smashdocs.net – this will automatically open a ticket for you.

3How fast will my problem be resolved?

We classify and prioritize each request according to the following definitions:

PriorityDefinitionResponse timeOur commitment
UrgentlySMASHDOCs doesn't not workMaximum 4 working hoursContinuous work to solve the problem as quickly as possible or create a workaround at an economically justifiable cost.
HighConsiderable restrictions in using SMASHDOCsMaximum 1 working dayContinuous work to create a workaround solution as quickly as possible at economically justifiable expense.
NormalMedium to low impact on the availability of SMASHDOCsMaximum 2 business daysDoes not require immediate action. Errors can be corrected by adding a fix to the next software/code service release.
LowMinimum or no impact on the availability of SMASHDOCsMaximum 5 business daysNo immediate action required

4What is the resolution process?

You open a support ticket.

Someone in our support team identifies the problem and replies with a solution or workaround.

If your problem turns out to be a bug or feature request, the support team opens an internal ticket. The internal ticket is assigned to our development team to investigate further.

The support team gives you periodic updates on the status of your support ticket.

5What are my duties during this process?

You need to provide us with a clear and concise issue description including all the necessary information that we need to reproduce the issue that you encountered.

This information includes software version information, log files, screenshots, and so on.

You need to provide us with a technical contact to assist with data gathering, testing and applying fixes.

You need to grant us access to all relevant data required to pinpoint and solve the issue.

6What is covered by the maintenance?

We provide the following for no additional fee to all customers under support:

Maintenance releases / bug fixes

New software versions / enhancements

Integration Enhancements

Additions and modifications to the service

7Are enhancements of features or new functionalities included in customer support?

No. If you would like to enhance the software or suggest new features, please contact us.

8What do we warrant during the term of the agreement?

Even when using industry best practices, we know that there will be bugs in our system, as in almost all IT systems. We do our best to avoid bugs, but we apologize in advance if you're affected by a bug.

We do not provide a quality guarantee or any other warranty, unless we specifically have provided a written warranty document.