+47 40 48 00 15
Technical Support
All our product customers have access to our Technical Support by mail, phone and skype. Requests issued to us will be categorized according to the level of severity.
| Severity | Effect | Response |
|---|---|---|
| 1 | Site is down | We will start working on the problem within 2 hours. |
| 2 | Production critical functionality affected | We will start investigation within 1 business day. |
| 3 | Minor functionality affected | Our release cycles are days, not weeks nor months, thus we aim to deliver bug-fixes and improvements continuously. No formal response times are provided. |
Support issues are subject to escalating and de-escalating upon obtaining updated information. You will be notified.
Customer must make remote access (SSH and HTTP, see our public keys) available to us.
We provide two support levels
Standard Product Support
Standard Product Support is included in our product pricing. It is designed to help customers solve any issues after initial implementation.
Engineers are available between the hours of 0900 and 1500 CET, Monday through Friday, excluding our holidays. You can submit questions via e-mail or web-form and you will receive a response during our standard business hours.
24/7 Emergency Product Support
To ensure 24 hour operations you can sign up for the 24/7 Emergency Product Support which offers the same service level as standard support, day and night, weekends and holidays. 24/7 Emergency Product Support contracts are billed per month and can be terminated at any time.
End user support
End user support are delivered through our partners. Please contact us to be directed to your local partner.