Standardunterstützung

Standardunterstützung is a term used in German-language service contracts to denote the baseline level of technical and customer support provided for a product or service. It defines the minimal assistance customers can expect during the product’s lifetime, separate from higher tiers such as extended or premium support.

Typical scope includes access to support channels (ticketing system, email, phone), defined response and resolution times, availability during business hours, and notification of security updates. It also covers access to product documentation and knowledge bases, and typically includes defect fixes, minor updates, and periodic security patches. It may exclude feature requests, on-site visits, or 24/7 coverage, depending on the contract.

Duration and lifecycle: Standardunterstützung is usually included with the initial license or warranty and lasts for a predefined period aligned with the product lifecycle. After end-of-life, standard support may be replaced by paid extended maintenance or discontinued altogether. The exact terms are contract-specific and should be spelled out in service level agreements (SLAs).

Variations and contexts: In software licenses, standard support is often tied to a subscription or maintenance plan; in hardware maintenance, it may cover repair within specified service windows. For cloud services, standard support commonly includes online assistance and incident response within a defined SLA, while higher support levels provide options such as 24/7 accessibility or faster response times.

See also: service level agreement, maintenance, extended support, premium support.