Support & SLA tiers

Enterprise-grade support & SLAs customized for your organization

Standard Support

Priority Support

Premier Support


Included in your license; ensures our engineers and support team are available during your business hours

Elevated support availability, up-time guarantees, and expedited issue resolution

Premier support offers our highest level of support availability, response times, and up-time

Knowledgebase & support portal


Support channels


9 - 5 on weekdays, excl. holidays

9 - 5 on weekdays, excl. holidays

24h on weekdays excl. holidays

Initial response times

L1 (Application down)

2 hrs

1 h

30 mins

L2 (Serious degradation)

6 hrs

2 hrs

2 hrs

L3 (Moderate impact)

1 business day

1 business day

1 business day

L4 (Limited impact)

2 business days

2 business days

1 business day

Up-time guarantee




Support access

Administrators of any TE product

Administrators of any TE product

All TE Core users + administrators of any TE Product

Please rotate your phone to see the support tiers


Our support team at your service

Get access to our extensive knowledgebase covering user guides, support questions, and training material for all applications in our product suite. Should there ever be anything you can't find, our dedicated support team is never more than a phone call away.

Always with TimeEdit

SLA & Support

Depth and breadth of experience

Deep product knowledge, experience from universities across the globe, and a wealth of handy best practice-tips, our experienced support team ensures your questions and issues are resolved promptly.

Scale as you grow

As you scale within the TE Suite and adopt TimeEdit across campus, there will be a support level for you. We provide a range of service offerings meeting the highest standards and needs, but feel free to adjust according to your circumstances.

Uninterrupted access

Your organization can't afford to be without a schedule, and that's exactly why we make sure to keep our average up-time of 99.99%. Every hour of the day, every day of the year.

We've got you covered

So you can focus on what's important


We provide mission critical software to 150+ customers. Trust & security are imperative to this effort. Every day, we develop our penetration testing and breach detection systems to ensure our customers' good night sleep.


Overestimated server capacity limits, logical route backups, and failover management such as established redundancy and abstraction. Our average up-time of 99.99% is no fluke.


Your resource management system is a big piece in a bigger puzzle. Our integration platform ensures a smooth and uninterrupted connection to all other relevant systems and platforms.


Our full set of enterprise support options give you the possibility to find the right SLA levels for your organisation's needs.