d.velop support packages

We offer German and English support across all support packages.

The standardised service hours apply exclusively to the UTC+1/UTC+2 time zone.

Every customer can register in the d.velop Service Portal and gain access to product documentation, e-learning resources and the knowledge base.

If you are a direct customer using d.velop documents (product groups – see current price list: d.velop documents, d.velop extras, d.velop storage, d.velop document reader, d.velop invoices, d.velop contracts, d.velop documents for M365, d.velop documents for SAP, d.velop invoices for SAP, d.velop processes for SAP, d.velop integrations), you can upgrade from the Gold package to the Platinum package. The Gold and Platinum packages are only available for the product groups listed above. If you have purchased d.velop sign or d.velop postbox, only the Silver package is available.

If you have purchased a Platinum package, you can optionally add further services. These include: 24/7 on-call support for critical incidents, extended service hours and improved response times.

With the Platinum package, our Technical Account Management team takes care of your service-related topics and coordinates reported incidents. In addition, you will have access to dedicated contacts who are available for regular meetings to review and discuss your situation with you.

Regular service hours are Mon–Fri (excluding national public holidays) from 08:00 to 17:00, unless you have contractually agreed extended service hours.

Depending on your support package, different contact options are available. You can interact with our chatbot around the clock. Personal support is available via the web portal, email or phone. Email and phone support are only included in the Platinum package. For the fastest and most efficient handling, we recommend using the web portal.

Response time starts when an incident is received and ends with a qualified reply from d.velop AG regarding the reported incident.

– Priority 3 (Standard): Applies when individual, less critical functions are only available through a workaround (e.g. minor display issues or unexpected behaviour in rarely used features).

– Priority 2 (Urgent): Applies when important functions are unavailable and usage is significantly restricted (e.g. performance issues, key features only usable with a workaround, an app/component not functioning).

– Priority 1 (Critical): Applies when a system-blocking incident occurs and a large number of users are affected. An immediate solution is required because the system has crashed, work is impossible or data loss has occurred.

If you use our d.velop cloud, we guarantee continuous platform and system availability of at least 99%.

If an issue cannot be resolved in writing, you can arrange an appointment with d.velop Support. During this session, our support team will fix the problem directly on your system via remote access.