This chapter provides a comprehensive overview of the available support services and resources for the ecrop platform. It is intended for all stakeholders and offers information on support levels, contact channels, Service Level Agreements (SLAs), and additional resources that facilitate the implementation and use of the platform. Target audience: All Stakeholders

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Support Services: Expert Assistance for Your Needs

ecrop offers comprehensive support services to assist clients with the optimal implementation and utilization of the platform. Our experienced support staff are available to provide guidance and practical assistance, helping you use the platform efficiently and securely. We offer various support levels to meet the individual needs of our clients:
  • Basic Support: Basic Support is free of charge and available to all clients via email. It includes assistance with basic questions regarding the platform and API integration. Availability: Monday to Friday, 9:00 AM to 5:00 PM CET. Response time: Within 24 hours.
  • Premium Support: Premium Support offers enhanced assistance via phone and email with faster response times and extended support hours. It also includes proactive consulting, troubleshooting, and performance optimization.
  • Enterprise Support: Enterprise Support provides tailored support for large clients with customized SLAs and a dedicated contact person. (Scope and conditions available upon request.)
You can reach our support team through various channels:
  • Contact Channels:
    • Email: support@ecrop.de
    • Phone: +49 9621 77 88 150
    • Support Portal: SLACK Support Portal
    • Community Forum: (Discord Forum under construction)