Support Packages Landingpage

Your Success is our Priority

With Pointsharp Support, you get the most out of our solutions – reliably, securely, and with direct access to our experts. Whether you need quick assistance or strategic insight, our tailored support packages are designed around your specific needs.

Response times, personal guidance, and exclusive benefits await you in our higher support levels – Premium and Enterprise.

Choose the support package that suits you best.

Talk to a local expert

Standard Support

The Standard Support Package, included in all license subscriptions, provides access to the Pointsharp support system, knowledge base, and software updates. The support system is available 24/7, with a standard response time of up to 8 hours during Pointsharp’s regular business hours.

Additionally, Software Assurance is included, ensuring you receive the latest updates, including major and minor releases, service packs, and security fixes.

Included Support:

Application Troubleshooting: Troubleshooting of Pointsharp products (error analysis, workarounds, fix delivery in supported versions).
Online Best Practice Guidance: Access to online written best-practice guides

Premium Support

The Premium Support Package offers all the benefits of Standard Support, with added priority and faster response times.

It is designed for organizations that require faster issue resolution, prioritized handling of support requests, and access to real-time assistance when needed. With clearly defined response times based on issue severity and the option for remote support and callback, Premium Support ensures your critical operations are always a priority.

Included Support:

Priority on support tickets: Faster processing of your requests.
Targeted response time per severity: Critical, Normal or Low.
Remote support and callback: Real-time assistance for urgent issues.

Enterprise Support

The Enterprise Support Package builds on Premium Support, offering even more advanced features tailored to larger or more complex needs.

With this package, you get a truly personalized support experience, ensuring proactive system health, strategic insights, and priority access to the latest innovations in Pointsharp's product development.

Included Support:

Proactive Monitoring & Maintenance: Regular technical reviews and early warning mechanisms.
Training & Education: Priority access to training programs with discounted participation.
Dedicated Customer Success Manager: A dedicated point of contact for questions, escalations, and overall support coordination.
Access to Beta Versions: Early access to new features and updates before official release.
Feedback & Co-Creation Rights: Direct influence on product development, with your feedback prioritized in our roadmap.