![Netstream_White_RGB[1].svg]](https://support.netstream.cloud/hubfs/Netstream_White_RGB%5B1%5D.svg){kind=small}
Helpdesk
Support hours, response times and contact channels
Helpdesk packages
We offer three Helpdesk packages. You specify which one applies in the service contract.
| FLEX | PRO | EXPERT | |
|---|---|---|---|
| Business hours | Mon–Fri 09:00–12:00 / 13:00–17:00 | Mon–Fri 08:00–18:00 | Mon–Fri 08:00–18:00 |
| On-call service | – | – | 24/7 |
| Response time priority 1 | Best effort | < 2 hours | < 1 hour (24/7) |
| Response time priority 2 | Best effort | < 4 hours | < 2 hours |
| Response time priority 3 | Best effort | < 1 working day | < 1 working day |
| Support allowance | – | 1 hour per month | 1 hour per month |
We can of course also put together individual packages to suit your needs.
The response time starts when the report is received by the Helpdesk. It ends with the first qualified response from Netstream. You can submit requests outside business hours at any time. They are processed during the next support hours.
Support allowance
The monthly allowance covers, for example, technical assistance, configuration changes, user support and general operational support. We charge in units of 15 minutes. Unused time expires at the end of the month; we charge additional work at the hourly rate.
On-call service
With the EXPERT package, we also handle critical incidents outside business hours. An on-call callout is intended for priority 1, and in justified cases also for priority 2. We agree with you during onboarding how the on-call service is triggered and who may trigger it.
Contact channels
| Channel | Address | Note |
|---|---|---|
| cloud@netstream.ch, tv@netstream.ch | Standard for all requests | |
| Ticket portal | hub.netstream.ch | Create and track tickets |
| Chat | via netstream.ch or directly in the Hub | for simple requests |
| +41 58 058 40 00 | for simple requests | |
| Phone | +41 58 058 40 00 | Ticket opening during support hours |
Every request is recorded in the ticketing system, regardless of the channel. You receive a confirmation and a ticket number.
Language and contact partner
We provide support in German and English, and in other languages depending on availability. Our contact partner for support is our direct contractual partner.
We do not handle requests from our customers' end customers (resellers & MSPs) directly. Please contact your partner. Your partner will contact us if support is needed.