Answer
Support helps with faults, usage questions and assessing observed behaviour within the agreed product and operating scope. Maintenance can include technical updates, compatibility adjustments or preventive work. A new function, a changed business rule or an additional interface is usually further development. These terms and services must be defined specifically in the offer or contract.
Response time and resolution time are not the same. A first qualified response can be promised, while the final fix depends on the cause, third-party systems and the required approval. Priorities should be based on business impact and whether a workaround exists. Without a special on-call agreement, there is no automatic round-the-clock availability. That is why schukai states clear support hours instead of a general promise of “fast support”.
As of 3 September 2026
Further reading
Related topic: Technology and operations