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Dedicated assistance service on weekends#

In general the Client is advised to perform critical tasks like migrations or Go Lives during the global business hours provided by joyfulexpeditions.quest (24/5).

Any planned assistance (having someone from joyfulexpeditions.quest online and available) outside the global business hours are applicable to be charged and handled as follows:

  • The Client has to request assistance at least 30 days in advance.
  • The required availability will be estimated by the joyfulexpeditions.quest based on current knowledge.
  • The time slot(s) have to be defined by both parties at least 20 days in advance.
  • Based on availability the joyfulexpeditions.quest can reject the request.
  • The respective person of joyfulexpeditions.quest will be available exclusively for the Client remotely through the time slots.
  • At the end of the time slot, the respective person of the joyfulexpeditions.quest can chose to remain available if further assistance is required but cannot be forced by the Client to do so.

In any case (also if the service was requested but not claimed at the specified time), the defined time slot(s) will be charged.

The service is available in buckets of 2 hours. Overages are charged in buckets of 2 hours.

Emergency Support on weekends#

The Client needs to create a Support ticket and then call the emergency number provided by the joyfulexpeditions.quest in order to escalate this ticket to emergency status.