Service information of G&S IT Solutions GmbH
On this page, we provide information about our regular service hours and reaction times, maintenance windows as well as potential outages.
If you have concluded a separate Service Level Agreement (SLA) with us or if you receive customer-specific information, this specific information prevails.
Information (especially outages) on this page, which are labeled as global, will always prevail.
Service hours
During our service hours we are available by phone via our service hotline +49 5406 / 500 40-2. Besides we work on your inquiries during our service hours.
Our current service hours on working days are:
| Monday | 09:00am – 05:00pm |
| Tuesday | 09:00am – 05:00pm |
| Wednesday | 09:00am – 05:00pm |
| Thursday | 09:00am – 05:00pm |
| Friday | 09:00am – 03:00pm |
Working days are banking days in Hannover, Germany. All times are in the time zone Europe/Berlin (CET: UTC+01 / CEST: UTC+02).
Differing service hours will be published at latest 2 weeks in advance on this page.
We are available 24/7 via the support email address support@gsits.de or our ticket system at https://support.gsits.de. If you do not have access details for our ticket system please get in touch with your account manager.
If you are not a customer yet, please use our contact form or the email address sales@gsits.de.
Reaction times
The following information is valid for regular customer inquiries (without SLA):
| Reaction time: | max. 3 working days (no guarantee) |
| Time to repair: | no guarantee |
If you need shorter reaction times or a guaranteed time to repair please get in touch with your account manager and we are happy to propose a SLA.
When there is an urgent one-time inquiry and you need a shorter reaction time or time to repair, please inform our service agent or check the applicable option in our ticket system. Please notice that in this case additional cost can incur.
By email we cannot guarantee any prioritized processing.
Maintenance windows
To provide a high security level of our IT-infrastructure we continuously update our software and systems. During these maintenance activities we cannot avoid short outages of our services like Webhosting, Cloud-Apps, etc.
To increase the planning ability we have specified the following maintenance windows which will be published at latest 2 weeks in advance. Please note that we reserve the right to update our systems in case of critical security patches without any pre-published maintenance window.
Outages
Currently there are no known outages.