The following support services provided by DRACOON are not included in the standard support and are therefore subject to a charge:
- On-premises environments: Updates of DRACOON installations to newer versions (if done by DRACOON on demand)
- On-premises environments: Technical support for DRACOON updates (owners of on-premises environments can install DRACOON updates on their own using the installation packages from the DRACOON download portal and the documentation provided by DRACOON; if unsolvable problems occur that require the support of a DRACOON technician, a charge will incur.)
- On-premises environments: Analysis and support by DRACOON technicians in case of current problems and incidents (on demand)
- On-premises environments: Technical support from DRACOON required due to a special configuration deviating from DRACOON recommendations or after misconfiguration by the owner of the on-premises environment
Support services caused by a software error (bug) in DRACOON are generally free of charge.