Contact Channels
Severity Levels & SLA Targets
Response times are measured within Support Hours. Email auto-acknowledgement provides timestamp for SLA tracking.
P1 — Critical
Service downService unavailable or critical business impact.
Response
4 hours
Workaround
1 business day
Resolution
2 business days
P2 — Major
DegradationMajor degradation or important features affected.
Response
8 hours
Workaround
2 business days
Resolution
Next patch
P3 — Minor
How-to / EnhancementHow-to questions, minor issues, or enhancement requests.
Response
1 business day
Workaround
—
Resolution
Planned release
Scope & Exclusions
Included: Mixconix applications and standard connectors, configuration assistance, defect remediation, planned updates.
Excluded: SAP BTP platform issues and third-party outages (e.g., VIES, OpenIBAN), for which Mixconix provides commercially reasonable assistance and communication.
Customer Responsibilities
- Designate authorized contacts for support interaction.
- Provide relevant logs and error IDs (mask VAT / IBAN / PII where applicable).
- Grant reasonable access to a test environment for reproduction.
Maintenance Windows
Planned maintenance is announced at least 2 business days in advance where feasible. Emergency maintenance may occur without prior notice to preserve security and availability.