emerion support covers all services provided and offered at emerion. We offer only limited support for software used by customers to access or control services (like FTP and email clients). There is no support for local networks or special customer configurations. Support for software installed at emerion servers is limited to server functionality and does not cover configuration or mode of operation of the software.

To ensure efficient and transparent processing (even with several employees involved) emerion uses an email based ticket system. The customer contacts emerion support via the online form, creating a support ticket. Further communication takes place via email automatically referring to the created ticket number. To ensure smooth processing, the subject of the email is not to be altered.

emerion support is divided into four sections:

1. First Level Support (1st Level Support)
2. Second Level Support (2nd Level Support)
3. Technical Consulting (Last Level Support)
4. Support Forum

1. First Level Support

First level support is included at all emerion products for free. The offered support services are:

• Support for registering and transferring a domain name
• Advice on our products, their functions and use
• Information and explanations of and about functions
• Information about email connections referring to the owned domain name
  (Either sender or receiver of the email have to be a registered emerion customer)
• Support for all functions, configurations and operations offered at the ControlPanel
• Help with email configurations

First contact is established by the customer via the support ticket system at our web site or by telephone. In case of necessity of further inquiries concerning a question posed in a telephone call we ask the customer to create a support ticket.
Inquiries requiring informations from the customer can only be treated via our support ticket system.

Our billing department separated from first level support provides billing information.

Availability of First Level Support:

Email availability (Ticket-System, contact via web site):
24 hours a day/7 days a week

By telephone:
Workdays from 9 am to 5 pm

Turnaround-Time:
Workdays 9 am to 5 pm: up to one hour, usually within minutes
Workdays 5 pm to 10 pm: one to four hours
Workdays 10 pm to 9 am: one to twelve hours
Saturday, Sunday and at Holidays: one to twelve hours

2. Second Level Support

Second level support is included at all emerion products for free. The offered support service includes:

• Informations not coverd at first level support
• Customer problems requiring further inquiries
• Support and trouble-shooting for software installed at emerion servers by customers, but no bugfixing

Availability of Second Level Support:

Email availability (after the request has been forwarded from the first to the second level support):
Workdays from 9 am to 5 pm

By telephone:
Workdays from 9 am to 5 pm through contact with first level support

Turnaround-Time:
Workdays 9 am to 5 pm: at the latest at the next working-day

First contact is established by the customer via the support ticket system at our web site or by telephone. In case of necessity of further inquiries concerning a question posed in a telephone call we ask the customer to create a support ticket. Inquiries requiring informations from the customer can only be treated via the support ticket system.
Inquiries that cannot be treated at the second level support are handled by our technical consulting.

3. Technical Consulting

emerion offers the following services:

• Technical service on order
• Installation of software at emerion servers ordered by the customer *)
• Trouble-shooting and bugfixing for software installed at emerion servers by the customer *)

*) Software for online-shops, CMS-systems or similar content management systems that can be installed at emerion servers by the customer, as long as the software is written in PHP or Perl.

The technical Consulting can be taken up only by an explicit order of the customer. The inquiry is individually worked on by one of our engineers. The contact is established by our support coworkers.

This service is charged with EUR 100 (excluding 20% VAT) per hour during exact accounting in 5 minutes steps.

Availability of Technical Consulting:

Email availability (after the request has been forwarded from the second level support):
Workdays from 9 am to 5 pm

By telephone:
Workdays from 9 am to 5 pm through contact with first level support

Turnaround-Time:
Workdays 9 am to 5 pm: depending on availability

4. Support Forum

At the web site, http://forum.emerion.com emerion offers a support forum. You can use it to discuss with other users, customers and with emerion employees.

The forum is a contact point for topics concerning hosting, and a communication platform offering help for the emerion community.