End-User Support
Direct assistance for users with questions about operating Alcilla and using it in their daily work.
Your Choice
Support for your business
Alcilla.Desk can be deployed in different environments: on individual workstations, within central enterprise structures or in combination with Alcilla.Hub, Alcilla.Nexus and Alcilla.Station. Accordingly, support requirements also differ. End-User Support, Standard Support and Premium Support can each be booked separately or combined when needed.
Alcilla – Standard Support
Standard Support provides technical assistance for up to two named administrators or technical contacts. It covers installation, configuration, integrations and the analysis of technical issues.
- Contact by email on business days from 9:00 a.m. to 4:00 p.m.
- Assistance with installation and initial setup
- Questions about configuring Alcilla components
- Analysis of technical errors and recurring issues
- Support for email, calendar and model integrations
- Questions about local operation as well as Alcilla.Hub, Alcilla.Nexus and Alcilla.Station
- Review of logs, configurations and reproducible error patterns
Alcilla – Premium Support
Premium Support includes the complete service scope of Standard Support. In addition, you benefit from extended availability by phone and email as well as prioritized handling of your support requests. Complex, difficult-to-isolate or business-critical incidents are also investigated in depth.
- All services included in Standard Support
- Contact by phone and email from 7:00 a.m. to 7:00 p.m.
- Priority handling of support requests in accordance with the contractual agreement
- Analysis of complex errors spanning multiple components
- In-depth investigation of integration and infrastructure problems
- Support for disruptions in central or distributed operating models
- Analysis of interactions with identity providers, mail servers and AI endpoints
- Support for performance, load-balancing and availability issues
Alcilla – End-User Support
End-User Support is designed for the people who work with Alcilla every day. It can be booked independently of Standard or Premium Support. Users receive direct assistance with usage questions, personal settings and specific problems in their daily work.
- Assistance using Alcilla.Desk
- Questions about email, calendar, Kanban, knowledge search, editor or recorder
- Help with personal settings and workflows
- Understanding error messages and known limitations
- Distinguishing between usage questions and technical issues
Three support options
Standard Support
Technical assistance for two named administrators and technical contacts.
Premium Support
Includes all Standard Support services and adds longer availability, phone contact and prioritized handling.
Frequently Asked Questions about Support
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Yes. All three support models can be booked in parallel and combined. An organisation can purchase End-User Support for its employees, Standard Support for internal IT administrators, and Premium Support for particularly critical cases.
The models complement each other rather than exclude one another.
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Standard and Premium Support are directed at a maximum of two named administrators or technical contacts specified in the contract. These individuals manage coordinated communication between your company and Alcilla Support.
This ensures that technical information is exchanged in a structured manner and follow-up queries are handled efficiently.
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Regular support covers the deployment and operation of agreed Alcilla components. The following goes beyond this:
- Development of new features - Custom interfaces and integrations - Large-scale architecture or migration projects - Customer-specific modifications - Training and workshops - Infrastructure setup or fundamental redesign
These services can be offered separately as project or consulting engagements.
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Support channels, service hours, response targets, prioritisation and escalation paths depend on the chosen support module and the individual contractual agreement. The exact timings are specified in your support contract.
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End-User Support is typically configured as a flat-rate support for a defined number of users. The exact billing depends on the chosen pricing model and the number of users.
Which support option fits your needs?
Each support option can be booked separately. We will help you select the model that fits your internal processes and required service level, or determine which combination makes sense.