Ticket system
Create tickets for error reports, change requests or general enquiries. Full documentation of every case.
- Structured capture and tracking
- Real-time status tracking
- Priority by urgency
- For non-time-critical enquiries
Support
Fast help when you need it
Support via ticket, phone hotline and knowledge base. Binding SLAs and a customer portal for maximum transparency.
Contact channels
Three ways to reach us
Fastest help
Phone hotline
For urgent issues you reach our support team directly by phone. Personal contact for fast resolutions.
- Direct contact with support team
- Immediate triage and assistance
- For critical, time-sensitive incidents
- Mon–Fri, 8am–5pm CET
Knowledge Base
Helpful information and FAQs – available around the clock, continuously updated.
- How-tos and step-by-step guides
- Frequently asked questions (FAQ)
- 24/7 available
- Continuously updated
Customer portal
Your self-service portal
As a WohlfühlCloud customer you get access to a dedicated portal – for maximum transparency and self-service.
- User management: create, edit and deactivate accounts
- Real-time overview of service availability
- System health status and monitoring dashboard
- Notifications and system alerts
- Consumption reports for transparent cost planning
- Ticket overview and full history
Service Level
Binding response times
Our SLAs are agreed individually. The following benchmarks serve as a baseline:
| Priority | Description | Response time | Target resolution |
|---|---|---|---|
| Critical | Complete outage of a business-critical system | ≤ 1 hour | ≤ 4 hours |
| High | Significant impairment, workaround available | ≤ 4 hours | ≤ 8 hours |
| Medium | Limited functionality, no production outage | ≤ 1 business day | ≤ 3 business days |
| Low | General questions, change requests, optimizations | ≤ 2 business days | By agreement |
Questions about the support model?
We'll walk you through our support process and which SLAs make sense for your company.