Support and Consulting: Clear Distinction for Targeted Assistance
timeSensor AG offers two different services: Support and Consulting. Both have clear objectives and are aimed at specific concerns. This article explains the differences:
What is first level support?
First Level Support is designed to fix technical problems or malfunctions in timeSensor LEGAL 365. The goal is to ensure that a malfunction is quickly identified and ideally resolved immediately.
Examples of first-level support requests:
- The software does not start or shows error messages.
- A specific feature does not work as expected.
- You cannot log in to the software.
The costs for First Level Support are covered by your maintenance or SaaS rental contract, which also regulates details about contact options and response times (see attached excerpt from the contract terms, status end of 2024).
Purely illustrative: First Level Support can be compared to a breakdown service. If your car breaks down – for example, the engine does not start – the breakdown service comes and tries to identify the cause. If it is a minor issue, such as a dead battery, the breakdown service will start the engine with jumper cables. Otherwise, the breakdown service takes you to the garage to the specialist (Second Level Support).
What is second level support?
If a problem cannot be solved immediately, a deeper analysis is necessary. Second Level Support deals with more complex malfunctions whose causes often lie outside the software, for example in your IT infrastructure:
Examples of second-level support topics:
- The client repeatedly loses connection to the server.
- Email retrieval does not work as expected.
- An antivirus program blocks connections.
Our second-level support specialists have extensive experience identifying the causes of such malfunctions. With your consent, First Level Support escalates your issue to Second Level Support. If the cause of the malfunction lies within timeSensor LEGAL 365, no additional costs will be incurred. However, if the cause lies outside, e.g., in your IT infrastructure (network, firewall, internet connection, etc.), the working time will be charged accordingly.
Sometimes the problem is not with the car itself but with the road: black ice, construction sites, or blockages hinder your progress. Our specialists help identify the true causes of the malfunction, even if they lie outside your "vehicle" (the software).
What is consulting?
Consulting is a chargeable service focused on helping you optimize the use of timeSensor LEGAL 365. It is not about technical malfunctions but about making your business processes more efficient, effective, and individual.
Examples of consulting services:
- Configuration of the software for your specific business processes.
- Answering questions about operation: e.g., "how can I achieve that...?"
- Conducting data analyses: e.g., "why is the account balance not zero...?"
- Conducting training sessions and workshops for your team.
- Optimization of workflows or introduction of new features.
- Setup of interfaces, customization of letterheads and templates.
Consulting is a tailored service precisely aligned with your requirements. You benefit from our expertise, experience, and invested time to develop the best solutions together with you. Since consulting goes far beyond the scope of technical support, it is billed at a fixed hourly rate.
Consulting is like a driving instructor: It shows you how to reach your goal more safely, efficiently, and relaxed. It is not about repairs but about expanding your skills and getting the best out of your "vehicle" (the software).
How can I request support or consulting?
- First Level Support: Contact our support team via hotline@timesensor.com or the customer portal. These services are usually free of charge under your maintenance contract. The guaranteed response times depend on your support agreement (e.g., "Best Effort", 24h or 4h).
- Second Level Support: with your consent, First Level Support escalates a case to Second Level Support or the consulting team for further processing.
- Consulting: Arrange an appointment directly with our consulting team via consulting@timesensor.com
What costs are incurred?
The following table shows which working hours are free of charge and which are chargeable:
Working hours from | free of charge | chargeable* |
First Level Support | within the scope of the software maintenance contract (timeSensor LEGAL Classic) or the SaaS contract (timeSensor LEGAL 365) | - |
Second Level Support | when escalated by First Level Support and the cause of the problem lies within the timeSensor LEGAL software | when escalated by First Level Support and the cause of the problem lies outside the timeSensor LEGAL software |
when contacted directly by the customer (without escalation by First Level Support) | ||
Consulting | - | always chargeable |
*chargeable services are charged at the current hourly rate based on expense.
Terms and Conditions: https://timesensor.ch/agb/
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