Support

Contact

Digitalwerk GmbH
Im Gewerbepark C15
93059 Regensburg
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Phone:  +49 941 4662 4311
eMail:  support@digitalwerk.net
www:    https://support.digitalwerk.net

Service Hours

• Mon - Fri
• 08:00am - 04:00pm (CET)

Holiday / Closing Days

Confidential Data

We respect the demand for keeping classified information confidential. Therefore all support requests are only visible to members of our interal support and developer team. We will handle your valuable data with utter care and will not use it for any other purposes than fulfilling your support request.

Language

We will work on the support issue in the language of the customer (German or English).

Duties of customer

For a detailed overview, please have a look at our Support Workflow.

A participation of the customer here in gitlab is not possible, the communication will be via e-mail only (phone or meetings on demand).

Defintion of supported scope

• The source of the topic is part of our delivered products.
• The version of the product in which the issue occurs is part of a supported versions of the contract
• Your setup fulfills the recommended, tested and therefore supported requirements
• The support request is neither a feature request nor an application or customized service

Service Level Agreements

These are our common Service Level Agreements (SLA)

Unless otherwise agreed we will fulfil these SLA

Note: The SLA describes the common Support Workflow, variations will be synchronized between the affected customer and the responsible supporter

• Time of reaction: First interaction between the responsible supporter and the affected customer
• Time of solution: Time scope between support issue creation and solving the support case within the complete Support Workflow

1st-Level Support

Receiving the support request (E-Mail/Phone) Issue creation in the affected customer project Assign the responsible supporter for each support level Common documentation in the support issue Monitoring the status and SLA

2nd-Level Support

Analyze the support request due to the supported scope Show solutions by help of the delivered product features and documentation and FAQ's

3rd-Level Support

Detailed analyzation within the source code Detection of affects to our products Creation of solutions and/or workarounds Verification of subsequent product issues

Support Workflow

• Every support request will be an unique service desk issue
• To create a support request, simply write an email to support@digitalwerk.net
• You will receive a notification after the system has converted the mail to a gitlab service desk issue
  • You cannot access these support issues, we will communicate via mail
• You will also receive notifications for any updates on the support request
• As long as the issue is open, you can reply to the notification mail to answer our questions or send new information regarding your topic
• Our service desk does neither require a collaboration nor a registration - everything you need is handled via email
• If you have additional questions, please create a new issue and refer to the last (closed) issue
• If you have any questions, let us know (Support Contact)

Legacy

ADTF 2.x series has been discontinued at 2021-12-31 at latest. We encourage ADTF users to migrate ADTF 2.x projects to ADTF 3.x, which is the replacement for ADTF 2.x.

For details on the discontinuation process and dates in the discontination plan have a look into2017-09-25_adtf2_discontinuation.pdf

If you are facing troubles viewing the pdf in Browser, please use another (Chrome recommended) or download and use a native pdf viewer

Important Notes:

• All ADTF 2.x licenses will be extended without due date
• License holder (like VW Konzern) will still be able to use ADTF 2.x after EOL, "only" maintainance, bugfixes or support will end
• Just contact support@digitalwerk.net

You will find the old installers here in our artifactory.