1
Personal support
Every plan includes all features. Basic, Plus, and Business differ in the amount of personal help you receive.
Support & care
The help you need.
Prefer to set up Crazy-Shop or Crazy-Helpdesk yourself or need personal help? Compare support plans. You can add faster response targets separately.
Support & care
What would you like to clarify?
2
Cloud or own installation
Cloud, own installation, or your own infrastructure: decide where the software runs and who operates it.
3
SLA & response targets
Standard is included. You can add Priority, Business SLA, or Critical monthly. Only one package applies at a time.
Personal support
Plans compared
The plans differ in personal support. The feature scope is the same in every plan.
Basic
Set up and run it yourself.
Plus
Occasional personal help with using the software and standard settings.
Business
Named contact and 60 minutes per month. Unused minutes expire.
- Every plan includes all features.
- Choose additional response targets independently of personal support through an SLA package.
- Crazy-Helpdesk has no per-agent fee.
How we can help
Bugs and platform
Software bugs and platform operations issues are handled in every plan. Critical incidents are prioritised by their impact.
Personal support
From plan Plus we help with operation and settings. Business adds a named contact, a callback, and screen sharing by appointment.
Setup, configuration, consulting
Included as a monthly budget in plan Business. Anything beyond that is offered separately and by agreement.
Development, integrations, migrations
Custom development, new integrations, and extensive migrations are offered separately.
Helpdesk customer tickets
Tickets from your helpdesk customers are not taken over by Crazy-Systems. Your team handles them.
Monitoring
Monitoring does not include automatic personal alerts. Administration of the monitoring environment is agreed separately.
Priorities
Classification is technical, based on impact and urgency.
P1
Business critical
Operations are critically impaired. No workaround is available.
P2
Substantially limited
Essential functions are limited; operations continue.
P3
Normal incident
Normal incident or noticeable friction in daily use.
P4
Cosmetic
Cosmetic or minor and not time-critical.
What a response means
First qualified response
What is measured is the first qualified response. An automatic acknowledgement does not count.
No resolution deadline
A target does not describe the full resolution of the ticket.
Non-binding targets
All targets are non-binding and no guaranteed SLA.
No 24/7 availability
24/7 on-call coverage is not included.
Critical platform outages
Critical platform outages are prioritised operationally by impact.
Support window
09:00 to 17:00 MON, TUE, WED, THU, FRI Europe/Berlin
- Monday to Friday, 9:00 to 17:00 Europe/Berlin, excluding public holidays.
- Support times apply at the contractual support location.
- Support times apply at the contractual support location.
- Time outside the support window does not count towards the response target.