This is an automated translation and may therefore contain translation errors or differ from reality in details
TIE Kinetix provides 24/7 proactive customer support*. This includes monitoring all hardware, software, databases, bandwidth, performance and connectivity of the TIE Kinetix FLOW Partner Automation platform. The main goal of proactive support is to prevent service-related problems. If necessary, the customers will be informed about any risks.
Reactive support (first, second and third line), is limited to normal business hours as part of our standard SLA. Normal business hours are 08:30 - 17:30 local time (UTC+01:00).
However, as an international company with offices in Europe, North America and APAC, someone from our support team is available 24/7 in case the incident is reported by phone outside normal business hours (local time) and the request is urgent.
It is always possible to opt for an extended SLA to benefit from 24/7 reactive support if this is a requirement.
*The above only applies to TIE Kinetix customers with an active contract.