Trust
Support & Service Levels
This overview describes our support services and target response times. Datenmaske is in an open beta phase; during this period the stated target response times are indicative and provisional only. Binding service-level agreements (SLAs) are agreed individually within Business contracts.
Support channels
Standard: Email / ticket to info@datenmaske.de (in German).
Business: dedicated contact person, phone support by arrangement.
For managed IT service providers: on request we set up a privileged support channel.
Support by plan
| Plan | Support | Target first response |
|---|---|---|
| Free / Starter | Email (best-effort) | — |
| Solo | best-effort | |
| Professional | Priority email / ticket | < 24 hours, business days |
| Business | Dedicated contact person | < 4 hours, business days |
Target response times refer to business days (Mon–Fri, 09:00–17:00 CET) and are purely indicative best-effort targets; during the beta phase they are provisional and non-binding. A guaranteed response time is only established by a binding SLA within a Business contract.
Availability & maintenance
The service is available around the clock. We strive for high availability; however, a guaranteed uptime is not assured outside of Business contracts (see also our terms of service). Planned maintenance is announced whenever possible. Incidents can be reported at any time to info@datenmaske.de and tracked there.
Incident reporting
Please report technical issues by email, including the document ID (if available), a description of the error, and a timestamp. Incidents affecting availability are prioritised.
Further information
Further information is available on the Security & data protection and Data Processing Agreement (DPA) pages. For plan details, see Pricing .