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Servicios de Apoyo

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Equipo de Soporte Técnico

WIBU Support Services le proporciona apoyo exhaustivo durante el ciclo de vida de su producto.

Wibu Support Services le ofrece la asistencia necesaria para operar su producto. Nuestro equipo le ayuda a diagnosticar y corregir errores, ya sea en el software protegido en el PC del usuario final o en el sistema de licenciamiento alojado en sus servidores.

Service Level Agreements Compared

Service Silver Gold
Email support error diagnostics and error fixing yes yes
User email support error diagnostics and error fixing yes yes
Phone support error diagnostics and error fixing priority hotline priority hotline
User phone support error diagnostics and error fixing yes yes
Remote support trouble-shooting and fault recovery yes yes
Remote user support error diagnostics and error fixing yes yes
Access to WIBU Knowledge Base yes yes
Remote maintenance and support of CodeMeter License Central yes yes
Remote support for questions on integration into the software yes yes
Included Consulting Services and Professional Services (security audits, update import, product maintenance, administration, and configuration) 1 day 2 days
Option for on-site support (price per day plus travel and other expenses)   yes
Guaranteed response time (in work hours for priority 1, priority 2, priority 3) 2/9/18 1/4/9
Individual contact person yes yes
Updates CodeMeter Runtime, CodeMeter SDK, CodeMeter License Central Desktop Edition yes yes
Updates CodeMeter License Central Internet Edition (minor version) yes yes
Updates CodeMeter License Central Internet Edition (major version) yes yes
Price (per year) yes yes
Anti Piracy Option (price per year) optional optional

Scope of Services:

Hotline

Our Wibu Support Services Team assists in error diagnostics and error fixing and is on-call in Germany (Monday through Friday) from 8 a.m. to 5 p.m. CST per phone or per e-mail.

Wibu Knowledge Base

The Wibu Knowledge Base, including our complete FAQ database, is available 24x7 via the Internet.

Support via Remote Access

Our support experts can assist you and your users in error diagnostics and error fixing in the protected software via remote access.

Personal Contact Person

This options provides a designated contact person from the Wibu Support Services Team who is already familiar with your requirements and system environment.

Annual Service Review

In service level “Gold”, your personal contact person creates a project description of all specific requirements, general conditions and your individual implementation during an annual, one-day workshop. This ensures that your service cases will be processed on the highest quality level on base of the latest information.

Response Times

The response time – during the specified hotline hours – is defined as the time period between inquiry receipt and processing start by a Wibu-Systems technician.  Start times vary by level.

Please download our Service Brochure for a detailed description of all of Wibu Services.