Ultimaker offers 3 (three) service and learning levels in respect of Ultimaker Essentials: (i) Ultimaker Essentials Light, Ultimaker Essentials Standard and Ultimaker Essentials Advanced. The specifics of each of these service and learning levels are set out below.
Ultimaker Essentials service and learning level policy
|Service and learning||Essentials – Light||Essentials – Standard||Essentials – Advanced|
|Support – coverage||5 x 8¹||5 x 8¹||5 x 24²|
|Support – response time³||24 hours||12 hours||6 hours|
|Certification||IT admin||IT admin + Associate courses||IT admin + Associate and Professional courses|
|Academy seats||1||1 - 5||1 - 50|
¹ During business hours on weekdays in CET timezone
² On weekdays in CET timezone
³ After submission of a ticket through the Ultimaker support desk
In the event you need support in respect of Ultimaker Essentials, please submit a ticket through the Ultimaker support desk. Ultimaker will use commercially reasonable efforts to respond to each case within the applicable response time as indicated above. Actual resolution time depends on the specific circumstances of each case and the resolution required. The resolution will be determined by Ultimaker in its sole discretion.
In order for Ultimaker to resolve any issues reported, you agree to cooperate with and provide all reasonably necessary information to Ultimaker to enable Ultimaker to provide the requested support.
The service and learning levels as set out above only includes support in respect of Ultimaker Essentials and not general support in respect of – for example – the use of the Ultimaker Account.