SUPPORT PHILOSOPHY

SLASCONE provides business-critical licensing functionality. Our support philosophy is therefore based on reliability, clear documentation, proactive monitoring, and direct access to the SLASCONE team when assistance is needed.

Our goal is to minimize the need for support tickets by building a robust and easy-to-understand product. When support is required, we aim to provide a structured and direct support process.

DOCUMENTATION FIRST

High-quality documentation is an essential part of supporting a non-trivial software product. It helps customers solve common questions faster and reduces unnecessary back-and-forth for both sides.

Documentation is part of our development process. New functionality should be documented with relevant explanations, examples, and links before it is made broadly available.

SLASCONE also includes contextual links to relevant help center articles in many areas of the application, so users can access documentation directly from the related product screen.

TICKETING AND REQUEST TYPES

Support requests can be submitted through our ticketing system at any time. When creating a request, please choose the request type that best describes your topic.

The following request types are available:

• Errors or Bugs: for behavior that does not work as expected

• General Questions: for questions that could not be answered by the documentation

• Feature Requests: for ideas, missing functionality, or improvement suggestions

Please also assign the appropriate priority so that we can route and process your request correctly.

PRIORITY AND URGENT REQUESTS

Urgent requests trigger dedicated internal workflows, including real-time notifications to the responsible SLASCONE team members.

Please use urgent priority only for critical issues that require immediate attention, such as severe production impact or business-critical licensing disruptions.

DIRECT SUPPORT

Support requests are handled directly by the SLASCONE team. We do not outsource support.

This helps ensure that technical questions, licensing behavior, and integration topics are handled by people who understand the product and its architecture.

MONITORING AND OPERATIONS

SLASCONE relies on Microsoft Azure and its monitoring capabilities to operate the platform reliably. Critical resources are monitored so that availability or degradation issues can be detected and handled quickly.

For more information, see Proactive 24/7 Monitoring.

SUPPORT ACCESS

Effective support often requires access to relevant technical information, logs, configuration, or environment details.

In SaaS environments, SLASCONE operates the platform directly. In private deployments, the support and access model is defined as part of the agreed operating model. This allows support responsibilities and access boundaries to be aligned with the customer’s internal security requirements.

SLA AND AVAILABILITY

Availability and support commitments depend on the applicable SLASCONE agreement, deployment model, and service package.

Contractual SLA terms, maintenance windows, and support obligations are defined in the relevant commercial and legal documents.