This Emergency Support Request is only to be used for problems with Incident Level 1 or 2.

Incident Level 1: An extreme impact on a production system with no workaround or alternative available, e.g. complete loss of service

Incident Level 2: A high impact on a production system. Essential service operations are disrupted but a workaround exists which allows for the continuance of essential operations.

In all other situations the usage of this Emergency Support Request will be invoiced at US $200 or Euro 150 €.

Please note that out of business hours support will only be provided if you have a support contract with the according service level. Please see Service Level Agreement for details about Incident levels and response times.

 I want to create a normal support request
 I have read and understood this text and want to go on with the Emergency Support Request