Matrix42 Support

Tailor-made support, whenever you need it


With Matrix42 support you will get immediate help, secure the full availability of your Matrix42 solutions and will keep releases up to date. Matrix42 is offering three Service models, depending on your requirements.



Matrix42 Support models in detail


Standard-Support

  • Provision of hotfixes for critical incidents
  • Remote support to analyze incidents
  • 24×7 access to Matrix42 self-service portal
  • Provisioning of releases and workarounds
  • Regular newsletter information on new product developments
  • Hotfixes for priority-1 (S1) incidents

Advanced-Support

  • Provision of hotfixes for critical incidents
  • Remote support to analyze incidents
  • 24×7 access to Matrix42 self-service portal
  • Provisioning of releases and workarounds
  • Regular newsletter information on new product developments
  • Hotfixes for priority-1 (S1) incidents
  • Remote installation of releases, hotfixes, patches and service packs
  • Health-Check” incl. review session *
  • Hotfixes for priority-2 (S2) and priority-3 (S3) incidents
  • 20% discount on Matrix42 own product trainings

* Remote

Premium-Support

  • Provision of hotfixes for critical incidents
  • Remote support to analyze incidents
  • 24×7 access to Matrix42 self-service portal
  • Provisioning of releases and workarounds
  • Regular newsletter information on new product developments
  • Hotfixes for priority-1 (S1) incidents
  • Remote installation of releases, hotfixes, patches and service packs
  • “Health-Check” incl. review session *
  • Hotfixes for priority-2 (S2) and priority-3 (S3) incidents
  • 20% discount on Matrix42 own product trainings
  • Personal advice and assistance from one of our Technical Account Managers
  • Support in case of questions on the product’s use and functionality
  • Prioritized incident handling
  • Consultation service prior to the installation of updates
  • Remote monitoring of Matrix42 applications
  • Use of LTSB versions (long-term maintenance)
  • Round table with our product management

** Monday to Sunday for critical incidents, Monday to Friday, 7.00 a.m. – 8.00 p.m. CET

14:00 Uhr

Registrierung

Hanse Gate Hamburg (Location 1)
14:30 Uhr

WELCOME 

Andreas von Lowtzow

Director Channel & Alliances

15:00 Uhr

KEYNOTE

We play for the fans

Oliver Bendig

CEO

16:15 Uhr

Update Sales

Harald Wolz

Country Manager

16:15 Uhr

Kaffeepause

16:45 Uhr

Simplify Digital Work

Dirk Eisenberg

VP R&D

17:15 Uhr

Endpoint Security

Sergej Schlotthauer

VP Security

17:45 UhrUpdate Customer Service

Markus Loeb

VP Customer Service

18:00 Uhr

Abschluss

Andreas von Lowtzow

Director Channel & Alliances

18:30 Uhr

Locationwechsel

 19:00 Uhr

Abendevent

Bullerei (Location 2)

20:00 Uhr

Awards

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Standard-Support


Standard Support includes 24×7 access to Matrix42 self-service portal, Matrix42 community (Matrix42 forum) and the Matrix42 help center. You are receiving all available updates and upgrades of your Matrix42 Solutions via the Matrix42 Marketplace. Incidents can be opened by e-mail, via our Support Portal or by telephone via our Service Desk. 


NEW: Advanced-Support


With Advanced Support, the scope of Standard Support is extended by an annual Health Check and the remote installation of updates to your Matrix42 systems. Furthermore, you benefit from our extended support hours and receive an additional 20% discount on our Matrix42 product training courses.


Premium-Support


The Matrix42 premium support is your extended workbench into Matrix42. In addition to the Standard and Advanced Support services, we will place a dedicated Matrix42 Technical Account Manager at your disposal. This technical account manager advices you in all matters related to upcoming updates, prioritizing incidents and to all areas of operating and comprehension questions. He also holds regular incident reviews, helps you implement best practices and asses your individual support needs. Optionally, you can use the “LTSB” (Long Term Service Branch) versions provided by Matrix42. This allows you to use the same product version for up to 24 months. A special service feature is our monitoring service that includes continuous monitoring of your  Matrix42 products including the respective application server. 



You want more information about the Matrix42 support models? Please fill out the form below. We will be happy to get in touch with you.

 

Do you have any


Matrix42 Service Desk
We are at your disposal for any questions regarding our support services.
Telefon: +49 69 667 738 222

 
 

Any


Sebastian Werner

Sebastian Werner
Phone: +49 6102816220

 

Any


Sebastian Werner

Sebastian Werner
Phone: +49 6102816220

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