Support model

How does credativ® support differ from support for traditional, proprietary products?

In our view, a key difference lies simply in the fact that we deliberately do not distinguish between “break-fix support” and “how-to support.” Our support is always available to you, even if you just have a simple question. No issue is too small, and we won’t leave any of your questions unanswered!

You can reach us by phone, through our ticket system, or by email—24/7, 365 days a year, if you wish.

Comprehensive Problem Solving and Customer Focus

It is also important to us to take a holistic view of your entire open-source software stack. That is why we are strong advocates of a comprehensive approach. Our priority is to solve your problems. We do not play “ping-pong” by passing the buck back and forth.

Another very important aspect of our service and support model is direct, personal contact with our technical staff. We deliberately avoid using a call center as an intermediary and provide you with technical contacts who truly understand you and your needs.

Fair, transparent, and accountable – Service and support from credativ

Our service and support contracts include another highlight that is particularly valued by many of our customers: As part of a single service and support contract with guaranteed service level agreements, we offer you comprehensive coverage for all open-source projects supported by credativ®. Unlike the standard support terms of well-known proprietary software vendors, credativ®’s support is completely independent of the number of open source projects used. Our general service and support contracts do not include any dependencies on the number of users, CPUs, cores, etc.

Our support model is fair, transparent, and straightforward. Our support quotas are also available to you, as needed, for all other services, consulting, or training provided by credativ.

We offer you more than just insurance. With us, you receive a guaranteed service. See for yourself and get in touch with us!

Open Source Support Center
PostgreSQL® Competence Center

Have we piqued your interest?

Our experts will be happy to answer your specific questions and support you in choosing the right open source solution for your project.

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The credativ®
Open Source Support Center

Our answers to the most frequently asked questions:

Our support is focused on the actual needs of our customers. This means that we naturally offer more support than the traditional support offered by many manufacturers. But what’s important, and this applies for any software that is operated in business-critical areas, is that the operation is appropriately secured. This is where we provide technical support at the manufacturer level with guaranteed service level agreements.
All of our employees are experienced Open Source developers and administrators. We are the replacement for missing manufacturer support, and support the entire lifecycle of your Open Source software by means of our Open Source Support Center. We provide the necessary support and all the services for your entire Open Source stack under one roof.
Our service and support contracts take account of your interests, not those of investors. We deliberately use completely different contract and price models to those of countless international software manufacturers and are proud that our fair support offers are a solid and reliable basis for long-term and successful cooperation with large national and international customers. We also want to provide a model that is completely independent of the usual factors, such as the number of users, the number of CPUs/cores and servers used or similar limiting factors. We would be pleased to discuss further details with you personally. More about the operation of our Open Source Support Centers
We guarantee it! You receive the certainty that you need. We are always there for you. Around the clock, 365 days a year. You can find more information under 24x7 support.
Don’t worry! We operate without an intervening call center. You receive direct access to our Open Source specialists. You can reach our support via central dispatching by phone, ticket system, or email. You can find more information under Availability.
Our Open Source Support Center is located in the Federal Republic of Germany and all our technical specialists are employed on a permanent basis. We provide both national and international support, in German or English as required.
Our technical support covers a range of popular Open Source projects, which are often operated in business-critical applications. You can find a selection of the projects supported by our Open Source Support Center in our software overview. More information is available under Software.
Absolutely! When a technical fault occurs, the cause needs to be determined quickly and precisely, and eliminated, or at least an initial workaround needs to be found. That’s why we offer guaranteed service level agreements for availability as well as for different response times.