Wondering what happens if something in seventhings doesn’t work as it should? Don’t worry! We monitor our platform continuously and fully automatically. In the background, we check important metrics at intervals of 30 seconds to 5 hours. Your visible web application (the frontend) is usually even checked every 5 minutes.
Should you still notice an error during your daily work, we are here for you. To process disruptions fairly and transparently, we divide them into three simple categories based on their severity:
Class 1: Complete failure (Operation-preventing)
An error completely blocks your work with seventhings. A typical example of this is when our login page is entirely unreachable for you and your colleagues. In such cases, finding a solution is our absolute priority. Our guaranteed response time here is a maximum of 1 working day.
Class 2: Restricted use (Operation-hindering)
You can still use seventhings, but a defect noticeably hinders your workflow. This happens, for example, if the asset list is extremely slow and takes more than 20 seconds to load. With such restrictions, we react as quickly as possible, but no later than within 3 working days.
Class 3: Minor defects (Other defects)
There is a software bug that has no significant impact on your daily work. An example of this is an icon in the menu that is displayed incorrectly. We will review such visual or minor errors within 14 working days.
Our support hours
The response times mentioned above always apply within our regular support hours. Our team is available for you from Monday to Friday between 08:00 AM and 03:00 PM (with the exception of public holidays in the state of Saxony, Germany).