Product information "verinice Support-Budget"
verinice.cloud is Software as a Service: You log in and get to work. SerNet handles operations, updates, and backups in the background – ideally, you won’t even notice. For your specific questions about verinice.cloud, you can purchase a support package with 10 hours of service. The smallest billing unit is a quarter of an hour.
What does verinice.cloud support cover?
Typical topics include importing existing data from the classic verinice or verinice.PRO, creating and managing users and units, setting up and customizing your domains, as well as questions about using the application – both during setup and during ongoing operations.
Technical consulting, that is, setting up your management system itself, defining its scope, or justifying protection requirements, is not covered by the support budget. For this, the network of certified verinice partners is available.
How do I submit a request to verinice Support?
After purchase, you’ll receive an automated email with your project number within one hour. Send your inquiries, including this number, to support@verinice.com. Please include your phone number and let us know the best way to reach you. In urgent cases, you can reach us directly at +49 551 370000-0. All work is performed remotely via email or phone. Support requests can be submitted via email at any time. SerNet’s active support hours are Monday through Friday on German business days from 8 a.m. to 6 p.m. German time.
What’s the advantage?
In the following table, we compare purchasing budgets in this store with individually negotiated contracts:
| Budget via this store | Custom contracts |
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How do I get a statement of services?
Your support budget has a term of 24 months. If you submit a request in a given month, you will automatically receive a budget statement at the beginning of the following month—that is, a detailed breakdown of your requests and the time used. At the end of the 24-month budget term, you will receive a final statement.
Any unused hours from the budget expire automatically, without compensation or refund, 24 months after the date of purchase. All work is billed on an as-spent basis. Fixed-price services under a contract for work and services are not covered by this agreement. The General Terms and Conditions apply: https://v.de/agbverinicesupport.