Operations and product support
ProAuth Support & Service Definition
Compare ProAuth support levels, escalation packs, response times, coverage, pricing, and service terms for production enterprise deployments.
Overview
Support plans are optional add-ons to a ProAuth software licence. Choose the software edition and licensing model first, then the support level for your operations.
Compare software editions and pricing →
- Basic Support is included for supported versions during an active subscription or perpetual upgrade coverage, with an initial substantive response within one business day.
- Enterprise Standard and Enterprise Premium include 4 and 8 technical escalations per year respectively, with the plan-specific first-response commitments. Enterprise Managed has custom terms. Escalation packs provide occasional engineering assistance.
- Edition updates and Basic Support are included during an active subscription or perpetual upgrade coverage. Enterprise perpetual includes 12 months of coverage unless your order provides longer. Continued ordinary upgrades are optional and paid.
- Mandatory vulnerability handling and security remedies remain separate from ordinary support and its response commitments.
1. Support Levels
Scroll horizontally to compare the remaining plans. ↔
| Feature | Basic | Enterprise Standard | Enterprise Premium | Enterprise Managed |
|---|---|---|---|---|
| Included with licence | During active coverage | Optional support add-on | Optional support add-on | Custom agreement |
| Availability | Business hours (Europe/Zurich) | Business hours (Europe/Zurich) | Business hours (Europe/Zurich, priority queue) | 24Ă—7 (critical issues) |
| Initial response time | 1 business day | 8 business hours | 4 business hours | 2 hours (Sev-1) |
| Coverage | Suspected product defects | 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 | — | Configuration, integration, deployment or upgrade assistance; up to 5 engineering hours per case | Same as Standard | Same, with optional managed upgrades |
| Additional escalations | Escalation Packs available | Escalation Packs available | Escalation Packs available | Custom |
| Annual price | Included during active coverage | CHF 6'000.– | CHF 10'000.– | Contact Sales |
Details
Basic Support during active coverage
- Availability
- Business hours (Europe/Zurich), Monday–Friday (excluding holidays)
- Channel
- Email / ticketing system
- Initial response
- Substantive first reply within 1 business day
- Scope
- Reporting and triage of suspected ProAuth product defects, reproduction guidance, applicable remedies and security advisories. Mandatory security remedies do not depend on paid upgrade coverage.
- Out of scope
- Troubleshooting customer environments, configuration, integrations, or upgrades (available via escalations).
- Best for
- Teams that manage implementation and operations themselves and need commercial product support.
- Commercials
- Included during an active subscription or perpetual upgrade coverage; additional assistance available via Escalation Packs.
Enterprise Standard Support
- Target
- Teams needing configuration assistance and an 8-business-hour initial response commitment.
- Availability
- Business hours (Europe/Zurich), 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 Managed Support
- Target
- Organizations requiring 24Ă—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
An escalation is a technical support case requiring engineering assistance for configuration, integration, deployment or upgrades.
- Each escalation covers one technical case, up to 5 hours of engineering effort.
- If a case needs more than 5 hours, additional escalations or consulting at CHF 240.– / hour require your authorisation before chargeable work continues.
- 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)
Scroll horizontally to see all commercial details. ↔
| 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 commitments concern the first substantive response, not resolution or service availability. Response clocks run only during business hours unless 24-hour coverage is expressly purchased.
- Business hours are 09:00–17:00 Europe/Zurich local time, including daylight-saving time, Monday–Friday excluding public holidays in Volketswil, Canton of Zurich. One business day is eight business hours.
- Managed Support may require secure remote access to customer systems.
- All prices exclude VAT.
- Escalation usage is tracked per customer organization.
- Product support and patch delivery do not include testing or deploying updates in your environment. Managed upgrades, monitoring and operation require an explicit agreement.
- Support alone does not extend software upgrade coverage. After perpetual upgrade coverage expires, ordinary technical support, later feature releases and ordinary fixes require a separate purchase. Mandatory vulnerability handling and security remedies remain available as required by law.
- Required security remedies are not conditional on paid upgrade coverage. Where the EU Cyber Resilience Act support-period requirements apply to a perpetual supply, the agreement provides five years from that supply’s delivery, or longer where legally required. This is not a voluntary five-year promise for all sales. Release maintenance may follow .NET lifecycles; a qualifying newer version can provide the required remedy without an upgrade fee under sections 7.4–7.8. This does not promise maintenance of every old release or access to every optional future feature.
- Record the purchased plan, response commitments, severity definitions, intake and escalation channels, clock rules and applicable remedies in the order or a versioned support schedule before acceptance. The lifecycle schedule separately identifies security-support dates and supported releases or replacement paths.
- Separate support renews automatically only if the order expressly selects it. Renewal price increases require 60 days’ notice; late notice leaves that renewal at the old price unless expressly agreed. Standard payment terms are 30 days.
Plan support for your operations.
Clarify product coverage, response times, escalations and integration assistance before production use.