Celonis Support Services Support Ticket
Celonis Support Services
The following Support Services are available to You as part of Your Celonis subscription. Support Services include access to a team of Celonis experts located in Our global support centers. Our systems engineers are familiar with the common challenges organizations face when deploying the Celonis Platform and can help diagnose and support questions regarding product-related issues. You can elect Celonis Premier Support for an additional fee. For more information, please contact your Celonis sales representative
Releases & Maintenance
Cloud Services
As part of the Support Services included in Your subscription for Celonis Cloud Services, You will receive all generally available releases of the Cloud Service. Releases may address security fixes, critical patches, general maintenance functionality, and documentation. The Support Services will be provided for the most current software version only.We may enhance the features of the Cloud Service, for example to reflect technical advances or to comply with laws; however, We are under no obligation to develop any future functionality, programs, services, or enhancements. If in our sole discretion We make updates or enhancements, We will notify You about them and the date they are to take effect by email, through the Customer Support Portal, in release notes, or within the Cloud Service. If You have any queries relating to any updates or enhancements, please contact Our Support Services team using the Customer Support Portal.
On-Premise Software
You can download any available release of an on-premise component of the Cloud Service from the Customer Support Portal, but the service of downloading and installing the release to Your On-Premise server is not included in the Support Services. Note that We only provide fixes for the most recent version of the on-premise extractor. If You are running an extractor that is not the most recent version and you raise a support ticket, we will check whether the bug or issue still exists in the most recent version. If it does, we will fix it in that version only. You will need to upgrade to the most recent version to receive the fix.
Security Updates
Occasionally, We provide a release, a patch, or a fix with relevance to Security Incidents or other security-related issues. If you have a designated contact who should receive notices regarding Security Incidents affecting Your data, You can provide Us with the email address and telephone number of Your preferred contact person for such notices by emailing security-incident@celonis.com.
Submitting a Support Ticket
Customer Support Portal
As part of the Support Services, You will benefit from access to the Customer Support Portal. This is often the most efficient way to get answers to common questions, and it also allows You to submit and track support requests (each, a “Support Ticket”). The Customer Support Portal can be accessed at https://www.celopeers.com/s/.
User access to the Customer Support Portal is subject to the following:
- A maximum of four Users may submit tickets via the Customer Support Portal
- Users must be named admins of Your production and sandbox instances and/or users who have completed certification requirements on the Cloud Service and troubleshooting
- Certified users will receive notice of new certifications We may make available, and must complete the new certifications within 90 days of release to keep their access to the Customer Support Portal
- Access to the Customer Support Portal may be revoked if terms of use are abused
Phone
EMEA Support: + 49 (0) 89 4161596 – 77 Americas Support: + 1 917 – 830 – 6806 If you are located outside of EMEA and the Americas, refer to whichever support center best suits your business hours.
Support Hours
Standard Support:
Business Hours in Your Support Time Zone
Premier Support:
Twenty-four hours a day for Critical (S1) and Severe (S2) Technical Issues Business Hours in Your Support Time Zone for all other requests
Support Language
All support is provided in English. German or Japanese language support may be offered as a paid supplement to Your chosen support offering, except that Japanese support is not available when contacting Us over the phone.
Information Supporting Your Support Ticket
When submitting Your Support Ticket, please include the following information, to the extent known:
- The product and feature related to Your question or issue
- Subject and description of the issue
- Overall impact to Your use of the Cloud Service
- Number of users and/or processes affected Additional information may be requested based on Your issue
Tracking Your Support Ticket
Each Support Ticket is assigned a ticket number, which is sent to the user upon submission. Updates can be found by logging into the Customer Support Portal.
Categorizing Support Tickets
When raising a Support Ticket via the Customer Support Portal, You have the opportunity to select the type of Your Support Request as further defined in Section 1 (Request Types) below. When submitting a Support Ticket over the phone, We will determine – to the best of Our knowledge – the Support TIcket type and severity (where applicable) based on the information You provide.
Request Types
| Request Type | Definition |
| Technical Issue | A technical problem is affecting Your ability to use the Cloud Service. Something which worked in the past is not working as expected and restoration is required. |
| Question | A technical question on how a specific Cloud Service feature, function, or product works. |
| Service Request | Requests for standard changes such as user activation/deactivation, feature activation/deactivation, report requests, and data restoration. |
Technical Issue Severity
For Technical Issues, severity will be determined by Us in good faith based on the business impact and the span of the impact to You, as set forth below.
| Business Impact | Definition |
| Mission Critical | Use of the Cloud Service or a critical real time use case is not possible or practically not possible |
| Very High | Use of the Cloud Service is seriously affected and primary or critical functions cannot be performed |
| High | A feature or function of the Cloud Service is unavailable or does not perform as expected, but primary or critical operations are not affected |
| Low | A feature or function of the Cloud Service does not perform as expected, with minor impact to Your operations |
| Span of Impact | Definition |
| Widespread | Multiple teams or all users are completely affected |
| Large | A whole business team is affected |
| Limited | A few users affected, but others can still use the system. |
| Localized | A single user is affected |
How Your Request is Categorized
We will categorize Your Support Ticket in Our reasonable determination based on information submitted by You. If You selected a Type and/or Severity for Your Support Ticket, We will review Your selections, and may make good faith adjustments to the Severity and/or Type where the originally selected Severity or Type does not align with the tables above. If You disagree with the categorization of Your request, We will work with You in good faith to determine the appropriate categorization.
If, during the course of the support process, a Technical Issue no longer warrants the severity currently assigned to it, We may make a good faith adjustment to the Severity. Whenever a ticket type or severity change occurs, the new restoration time applies from the time the change was made
Response and Restoration Objectives
Standard Support
| Response Objectives | Restoration Objectives | |
| Critical – S1 | 2 Business Hours | Best effort, business days only |
| Severe – S2 | 1 Business Day | Best effort, business days only |
| Moderate – S3 | 2 Business Days | Best effort, business days only |
| Minor – S4 | 4 Business Days | Best effort, business days only |
| Questions | 4 Business Days | Best effort, business days only |
| Service Requests | 4 Business Days | Best effort, business days only |
Premier Support
| Response Objectives | Restoration Objectives | |
| Critical – S1 | 2 Hours | 4 Hours* |
| Severe – S2 | 4 Hours | 2 Days* |
| Moderate – S3 | 12 Business Hours | 10 Business Days |
| Minor – S4 | 1 Business Day | 15 Business Days |
| Questions | 1 Business Day | 5 Business Days |
| Service Requests | 1 Business Day | 5 Business Days |
Note: All times are measured in Our ticketing systems/tools
(*) Provided issue is reported over the phone. If submitted through the Customer Support Portal this is modified to 2 business days.
Exclusions to Restoration Objectives
The Restoration Objectives outlined above do not apply in the following circumstances:
- Technical Issues where We or Our subcontractors are not the root cause (e.g. Your internet availability or on-prem components, Your configuration, etc.)
- Technical Issues where the root cause exists outside the realm monitored by Celonis (e.g. on premises components)
- Technical Issues related to non-GA code (including customer-generated code or functionality), non-production environments or sandboxes, and customizations
- Technical Issues arising from Your failure to modify Your use of the Cloud Service after We have advised You to do so
- Technical Issues related to modifications, customizations, or any changes made to the Cloud Service, whether by Us, You, or any third party
- Non-S1/S2 Technical Issues which require code fixes
- Security issues
- Scheduled downtime events including, without limitation, periodic upgrade and maintenance
Conditions for Restoration Objectives
- All Restoration and Response objectives take effect after a 90-day grace period following contract signature to allow for sufficient deployment, unless otherwise agreed on Your Order
- On demand administration access to the production instance must be granted to Us, without the need for extra permissions or approvals. If We do not have administration access, You must respond to Our emergency access requests immediately
Non-responsiveness
Your 24×7 engagement may be required for the restoration of Technical Issues. If You are not available to assist, Your Severity may be downgraded. Time waiting for Your response will not count against Our objectives. We may consider a Support Ticket dropped and subsequently close the Support Ticket if You have not responded within five business days.
Miscellaneous
Definitions
- Business Hours: 9-17h
- Business Day: Monday through Friday, excluding: public holidays in Your Support Timezone, December 25th, and December 31st
- Restoration Objective: The time elapsed between Technical Issue confirmation to the time We return Your Cloud Service to its original state or to one where operation can resume to Your usual experience, either via a definite solution, a workaround, or an action plan
- Response Time: the elapsed time between the moment You submit a Support Ticket and the first response from a member of Our Support Services team
- Support Timezone: Either EMEA CET, Americas Central, or APAC (India IST or JST). We will assign Your Support Timezone based on proximity to the location of Your entity which signed the Order unless otherwise agreed on the Order.
Changes to the Support Services Description
During the subscription term, We have the right to make changes to the Support Services in accordance with the applicable terms & conditions for Your Cloud Service.
Manual & Training Materials
The Customer Support Portal also serves as a comprehensive knowledge base containing answers to many common product questions, as well as a manual that covers the basics of how to work with the Cloud Service. In addition, the Celonis Academy provides extensive training courses on use of the Cloud Service, starting from the basics and extending to expert-level mastery. Your Celonis sales representative can provide you with more information.
FAQ
- How can I upgrade to the most recent version for bug fixes?
- To upgrade to the most recent version for bug fixes, you can download the release from the Customer Support Portal and follow the installation instructions provided.
- How do I designate a contact for Security Incident notifications?
- To designate a contact for Security Incident notifications, please email security-incident@celonis.com with the email address and telephone number of your preferred contact person.
Documents / Resources
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Celonis Support Services Support Ticket [pdf] Owner's Manual Support Services Support Ticket, Support Services, Support Ticket, Ticket |