Customer Service
How customer service works with aurologic
aurologic offers customer service through customer support tickets located on my.aurologic.com. Customers are entitled to use the ticket system for any request related to accounting or technical matters. Requests which are sent outside of the ticket system can not be processed for contractual and privacy reasons.
Reachability
aurologic staff is regulary available from Monday to Friday, 09:00 am till 06:00 pm local German time, except public holidays. Requests outside of business hours are being handled on a case-by-case basis depending on the priority of the request. If you require immediate response due to a technical emergency, please create a emergency flagged ticket as described below.
Child Account
Customers of customers by default are excluded from support requests. aurologic may offer customer service on a case-by-case basis. If you are a customer of a customer, please contact your provider. aurologic declines customer service due to economical as well as legal implications involved.
Emergency Ticket
Tickets flagged as emergency are being processed on a 24x7 basis with a SLA backed 30-minute first reaction SLA. An emergency is defined as service impacting situation, such as a service being not working as expected. Requests relating to no service impacting situation are not emergency tickets and being handled as illicit usage. aurologic will bill any illicit usage at 30,00€ net per emergency flagged ticket or response.
Service impacting emergency situations are being handled by priority. Prioritiy in this regards means a 30-minute first reaction. Any emergency flagged ticket raises an alarm with the current duty on-call employee of aurologic. Certain requests may need re-escalation to higher level staff. aurologic staff will communicate the same in this case and call related staff for immediate handling.
An emergency ticket requires the activation of the emergency flag. Certain services dont offer emergency support, as they contractually do not include the same. Please contact aurologic upfront to discuss the activation. Services which are DDoS-Protection, IP-Transit and Colocation having emergency support enabled by default. Customers with a monthly revenue of at least 500€ can request the activation free of charge.