ProAuth Support & Service Definition

Overview

ProAuth offers several support levels to meet the needs of different customers — from startups needing only bug fixes to enterprises requiring guaranteed response times and hands-on technical assistance.

All customers receive Basic Support, which covers product defects.
For configuration, integration, or operational help, Enterprise Support Plans and Escalation Packs are available.

1. Support Levels

Feature	Basic	Enterprise Standard	Enterprise Premium	Enterprise Managed
Included with license	✔	Upgrade option	Upgrade option	Custom agreement
Availability	Business hours (CET)	Business hours (CET)	Business hours (CET, priority queue)	24×7 (critical issues)
Initial response time	1 business day	8 business hours	4 business hours	2 hours (Sev-1)
Coverage	Product defects only	Product defects + access to 4 escalations	Product defects + access to 8 escalations	Product defects + custom number of escalations
Escalations included / year	0	4	8	Custom
Escalation usage	—	Used for configuration, integration, or upgrade assistance (1 case = 1 escalation)	Same as Standard	Same, with optional managed upgrades
Additional escalations	Escalation Packs available	Escalation Packs available	Escalation Packs available	Custom
Annual price	Included	CHF 6’000.–	CHF 10’000.–	Contact Sales

Details

Basic Support (Included with all licenses)

Availability: Business hours (CET), Monday–Friday (excluding holidays)
Channel: Email / ticketing system
Initial response: First reply within 1 business day
Scope: Coverage for product defects in ProAuth including triage, reproduction guidance, and security advisories/updates.
Out of scope: Troubleshooting customer environments, configuration, integrations, or upgrades (available via escalations).
Best for: Teams with stable deployments that primarily need bug reporting and security updates.
Commercials: Included in every license; additional assistance available via Escalation Packs

Enterprise Standard Support

Target: Teams needing configuration assistance and faster response times during business hours.
Availability: Business hours (CET), Monday–Friday
Initial response: Within 8 business hours
Scope: Everything in Basic plus access to 4 escalations per year for configuration, integration, deployment, or upgrade assistance.
Escalation value: 1 escalation covers one technical case up to 5 hours of engineering time.
Best for: Organizations rolling out new environments, planning upgrades, or integrating ProAuth with identity providers and apps.
Commercials: 4 escalations/year included; more available via Escalation Packs. Annual price: CHF 6’000.–

Enterprise Premium Support

Target: Enterprises needing high responsiveness and ongoing guidance from our engineers.
Availability: Business hours (CET), Monday–Friday (priority queue)
Initial response: Within 4 business hours
Scope: Everything in Standard with priority handling plus 8 escalations/year for complex configuration, migration, integration, or upgrade work.
Proactive touchpoints: Optional scheduled reviews or health checks; when technical work is required, a touchpoint consumes one escalation.
Best for: Mission‑critical deployments seeking faster responses and regular alignment with our team.
Commercials: 8 escalations/year included; more via Escalation Packs. Annual price: CHF 10’000.–

Enterprise Managed Support

Target: Organizations requiring 24×7 coverage or managed operation of ProAuth.
Availability: 24×7 for critical incidents (Sev‑1); business hours for other severities
Initial response: Sev‑1 within 2 hours; Sev‑2 within 4 hours; Sev‑3 within 1 business day
Scope: Custom agreement with a negotiated number of escalations (typically 10–12) and optional managed upgrades, monitoring, and runbooks.
Operations: Designated escalation path, agreed change windows, and proactive checks tailored to your environment.
Best for: Regulated or high‑availability environments needing around‑the‑clock responsiveness.
Commercials: Escalations defined per agreement; pricing on request (contact sales)

2. Escalation Definition

Escalation means a support case that requires engineering involvement to resolve a configuration, integration, or deployment issue not caused by a product defect.

Each escalation covers one technical case, up to 5 hours of engineering effort.
If resolution requires more than 5 hours, ProAuth will consume an additional escalation or propose conversion to a paid consulting engagement at CHF 240.– / hour.
Escalations do not count for confirmed product bugs, security issues, or quick clarifications resolved in under 15 minutes.
Unused included escalations expire at the end of the contract year.

3. Escalation Packs (Add-ons)

Pack	Escalations	Price	Validity
Pack S	1 escalation	CHF 720.–	12 months
Pack M	3 escalations	CHF 1’900.–	12 months
Pack L	6 escalations	CHF 3’700.–	12 months

Validity: Escalation Packs are valid for 12 months from the purchase date. Unused escalations automatically expire and are not refundable or transferable.

4. General Terms

Response times refer to the first response; resolution time depends on complexity.
Business hours are 09:00–17:00 CET, Monday–Friday (excluding holidays).
Managed Support may require secure remote access to customer systems.
All prices exclude VAT.
Escalation usage is tracked per customer organization.