---
title: "Support Services | heureka e-Business GmbH"
canonical_url: "https://heureka.com/en/services/support"
last_updated: "2026-09-04T20:09:50.047Z"
meta:
  author: "heureka e-Business GmbH"
  description: "Dependable enterprise IT support with continuity, fast response, and consultants who understand your environment."
  "og:description": "Dependable enterprise IT support with continuity, fast response, and consultants who understand your environment."
  "og:title": "Support Services"
  "twitter:description": "Dependable enterprise IT support with continuity, fast response, and consultants who understand your environment."
  "twitter:title": "Support Services"
---

**Enablement**

# **Support that actually understands your environment**

Tired of explaining your entire setup to a different support agent every time? Our DACH-based consultants know your environment, speak your language, and resolve issues faster because they have been with you from day one.

[Get a Quote](https://heureka.com/en/contact)

**The Reality of Vendor Support**

## **Does this sound familiar?**

**It is Monday morning.** Your monitoring system shows a critical alert. You open a support ticket with your vendor. A few hours later, someone from a timezone far away responds - asking you to describe your entire environment. Again.

You spend the next hour writing a detailed explanation of your infrastructure, your configuration, your use case. The agent asks clarifying questions. You answer. Then the shift changes. A new agent picks up - and asks you to describe your environment. Again.

By the time you have brought the third person up to speed, half the week is gone. And you still do not have a solution. The actual technical work? Maybe 30 minutes. The explanation overhead? Days.

**The heureka Difference**

## **Support that knows you**

Our consultants do not just close tickets. They build relationships. They understand your business, your infrastructure, and your goals - because they have been working with you from the start.

### **Native German & English Support**

Your support requests are handled by consultants based in the DACH region who speak German and English fluently. No language barriers, no miscommunication.

### **Your Personal Contact Person**

The same consultant who understands your environment, your setup, and your requirements. No need to explain your entire infrastructure from scratch with every ticket.

### **Faster Resolution Times**

Because your contact already knows your environment, issues get resolved faster. No lengthy briefings, no back-and-forth explanations.

### **Continuity Across the Lifecycle**

From requirements gathering to installation, training, and ongoing support - the same team accompanies you throughout the entire journey.

## **The support experience, transformed**

Keep continuity in communication, accountability, and issue resolution instead of repeating context in every ticket.

### **Escalation without continuity**

New agent every time - endless re-explanations

Language barriers and communication issues

Support hours that do not match your workday

Script-based responses, not real problem-solving

Days to resolve issues that should take hours

### **Consistent expert partnership**

Dedicated contact who knows your environment

Native German and English communication

Support hours aligned with DACH business hours

Real consultants solving real problems

Faster resolution through institutional knowledge

**Support Packages**

## **Choose the right support level**

All packages include our core promise: DACH-based consultants who speak your language and understand your business.

| **Feature** | **Basic** | **All-inclusive** | **All-inclusive Plus**Most Popular |
| --- | --- | --- | --- |
| German & English speaking consultants |  |  | |
| Technical and functional support |  |  | |
| Accompanying consulting |  |  | |
| Health check |  |  | |
| Support case submission via email |  |  | |
| Documentation |  |  | |
| Service hours: Mon-Fri, 9:00-17:00 |  |  | |
| Escalation management & vendor reporting |  |  | |
| Response time max. 4 hours |  |  | |
| Update service via remote connection |  |  | |
| Regular calls on operations & development |  |  | |
| Dedicated contact person with backup |  |  | |
| 2 days on-site services (flexible usage) |  |  | |
| 30% discount on development services |  |  | |

Pricing is based on your specific environment and requirements. Contact us for a personalized quote.

[Get a Quote](https://heureka.com/en/contact) [Talk to Experts](https://heureka.com/en/contact)

## **How we work together**

**1**

### **We learn your environment**

Your dedicated contact takes time to understand your infrastructure, your use cases, and your goals.

**2**

### **We stay with you**

The same consultant handles your requests. No handoffs, no re-explanations, no lost context.

**3**

### **We solve problems fast**

With institutional knowledge of your setup, we resolve issues in hours, not days.

## **Need support that keeps context?**

Talk to us about your environment, support expectations, and the package that fits your operating model.

[Talk to Experts](https://heureka.com/en/contact)