Bosch IoT Suite support plans are available for commercial offerings only.
| Community support | Basic support* | Premium support | |
|---|---|---|---|
| Included in | Free plans | All paid plans | Optional for Standard and Premium plans |
| Scope of support | General questions | General questions and guidance on how to use the services | Custom defined |
| Support hours | Monday to Friday 10 a.m. – 4 p.m. CEST/CET | Monday to Friday 10 a.m. – 4 p.m. CEST/CET | Custom defined |
| Response time** | No guaranteed time | Within 24 hours for first level support | Custom defined |
| Channels | |||
| Ticket system | |||
| Phone | - | - | Optional |
*) Support accounts are limited to one user per customer account for Basic support plans. We reserve the right to close support accounts due to excessive use and may limit the number of support cases in progress per customer.
**) Response times are defined for first level support. Tickets that are required to be forwarded to second level support do not have a guaranteed response time. Support cases may be closed by the provider even without confirmation.
For the on-premises version of the Bosch IoT Remote Manager, we offer the following support plans on paid support contracts:
| Standard support | Premium support | |
|---|---|---|
| Scope of support | Product problem solving, update and upgrade provisioning, documentation adjustments, installation and configuration support | Product problem solving, update and upgrade provisioning, documentation adjustments, installation and configuration support |
| Support hours | Monday to Friday 9 a.m. – 5:30 p.m. CEST/CET | Custom defined |
| Response time | Within 8 – 16 hours during support hours | Custom defined |
| Channels | ||
| Ticket system | ||
| Phone | - | Optional |