Fast response time
Clear priorities and defined service levels ensure critical issues are handled quickly.
More than support.
We keep your communication
platform running.
An outage of your communication platform is more than a technical problem – it disrupts business processes, productivity, and customer communication. With groupios Enterprise Support, you get direct access to our specialists, clear service levels, and fast assistance, so your business stays operational at all times.
- Defined response times
- Direct manufacturer access
- Dedicated account managers
Your advantages with groupios Enterprise Support
A business-critical communication platform needs more than just technical help when something goes wrong. What matters is reliable processes, clear responsibilities, and direct access to people who understand your systems and their importance to your business. groupios Enterprise Support lays the foundation for stable, predictable, and secure operation. Our specialists support you together with your system house or managed service provider – personally, in a structured way, and with direct manufacturer expertise in the background.
Direct manufacturer access
Our product specialists support you with complex technical questions.
Clear escalation processes
Structured escalation levels ensure critical situations reach the right contacts quickly.
Dedicated account managers
Personal contacts know your environment and support you for the long term.
Predictable service quality
Binding processes create transparency and planning certainty.
Long-term partnership
We support your platform throughout its entire lifecycle.
So a support request quickly becomes a secure business operation again.
Our Enterprise Support
How we ensure efficient collaboration
The process of a support ticket
Support at every escalation level
Not every support request has the same complexity. That's why groupios Enterprise Support relies on a clearly defined escalation model with dedicated account managers and direct access to our product specialists. From the first analysis to resolving complex technical challenges, we make sure every request quickly reaches the right expert – transparently, in a structured way, and traceably.
Level 0 – Partner & Reseller
Ticket intake and initial handling according to the agreed ticket level.
Level 1 – 2nd Level Support
Detailed analysis and resolution by groupios support experts.
Level 2 – Product Owners
Involvement of the project owners for critical or complex issues.
Level 3 – Product Management
Escalation to product management in case of persistent disruption or excessive risk.
Level 4 – Management
Management escalation and direct coordination between leadership, partner, and customer.
Our Enterprise Support Models
Why partners choose groupios Enterprise Support
Reliable Enterprise Support is far more than fast handling of support requests. It builds trust, ensures the continuous operation of business-critical systems, and strengthens collaboration between manufacturer, system house, and customer. With clearly defined service processes, direct manufacturer access, and long-term support, we help our partners deliver the highest service quality and guide their customers to lasting success.
groupios Enterprise Support is the right choice for these partners
Whether system house, managed service provider, data center, or IT service provider – every business model places different demands on availability, response times, and manufacturer support. Our Enterprise Support Models are designed to reliably support you and your customers over the long term.
System houses
Expand your service portfolio with direct manufacturer expertise. Together we deliver complex projects, support you in ongoing operations, and strengthen your customer relationships for the long term.
Managed service providers
Extend your managed services with predictable manufacturer support, defined service levels, and fast escalation paths – for the highest service quality and satisfied customers.
Data centers and IT service providers
Ensure the stable operation of business-critical communication platforms with direct manufacturer access, clear service processes, and reliable support for complex technical requirements.
Municipal IT service providers
Support cities, municipalities, and public institutions with an Enterprise Support that reliably meets the highest requirements for availability, security, and digital sovereignty.
Mare Cloud brings all security solutions together in a single platform.
Combine our various building blocks for maximum data sovereignty.
Email Security Gateway
Protection from spam, malware, and ransomware – with automatic S/MIME encryption and central certificate management.
Discover the gatewayS/MIME Encryption
Legally compliant S/MIME encryption with central certificate management – automated, with no effort for users.
Discover encryptionEmail Archiving
Audit-proof archiving compliant with GDPR and GoBD – legally compliant long-term storage for all your previously encrypted emails.
View archivingCloud2Cloud Backup
Completely vendor-independent backup, for example of Microsoft 365®, OneDrive®, Teams®, SharePoint®, Gmail®, and Google Drive®.
View backup solutionMulti-Node Backup
Maximum resilience through distributed backup architecture with no central point of failure – ideal for business-critical data, for example.
Discover the backup strategyFrequently asked questions – answered briefly
Why do I need an Enterprise Support contract?
An Enterprise Support contract ensures that technical incidents are handled according to clearly defined service processes. You benefit from dedicated account managers, defined response times, structured escalation paths, and direct access to groupios product specialists. This reduces downtime and creates planning certainty for business-critical systems.
What are the advantages of Enterprise Support over time-and-materials support?
While time-and-materials support depends on current availability, customers with an Enterprise Support contract receive priority handling, clearly defined response times, structured escalation processes, and reserved service capacity.
Which systems are covered by Enterprise Support?
Enterprise Support covers both groupios On Premises and the groupios Mare Cloud. Depending on the operating model, different scopes of service apply, particularly regarding availability commitments for cloud or hosted operation.
How does communication work in a support case?
Support requests are submitted through the ticket system or by email. Depending on priority and service contract, they are handled by the responsible support level, up to product specialists or a management escalation.
Which Enterprise Support contract is right for my company?
The right support level depends on your infrastructure, how critical your systems are, and the scope of service you want. Together, we analyze your requirements and recommend the support model that best fits your company or your customer environment.
Enterprise Support
Together, we ensure your secure operation.
Migration, Professional Services, and Enterprise Support – all from one source. Together with our certified partner network, we support you from initial planning through to the long-term secure operation of your communication platform.
- Defined response times instead of best-effort handling
- Dedicated account managers who know your environment
- Five clearly defined escalation levels up to executive management
- For groupios On Premises and the groupios Mare Cloud
Prefer to talk directly?
Talk to our experts