Technical support
24x7 support for what cannot wait
A permanent line for clients with an active support contract. If your operation is down, call: the phone is the fastest channel and the only one that guarantees the committed response. The form and the mailbox are for what can wait.
How to open a case
Write with the subject and the detail of the case. If your operation is down, say so in the first line: it changes the priority you get.
Severity and response time
Response time is how long we take to pick up the case and put a person on it, not how long the fix takes. They are different things and worth saying out loud: a failure with an unknown root cause can take hours of diagnosis with the case attended from the first minute.
| Severity | When it applies | Channel |
|---|---|---|
| Severity 1 | The service is down or data is being lost. There is no way to keep operating, not even in a degraded form. | |
| Severity 2 | The service is degraded or a critical function is unavailable. There is a way to carry on, at a cost or at a risk. | |
| Severity 3 | An isolated fault with no effect on the operation, a configuration question or a change that can be scheduled. | Email or form |
Severity is set by the effect on your operation, not by the component that failed. A secondary service down can be severity 1 if it stops the day's invoicing, and a central one can be severity 3 if it is redundant and nobody notices. If your case does not fit the table, call and we classify it together.
What we need to start
- Who is reporting and the number to call them back on.
- Which service or system is affected, by the name you use for it.
- What you see: the exact message, the screen, the behaviour.
- Since when it happens, and whether it followed a recent change.
- How many people it affects and whether there is a way to keep operating.
- What has already been tried, so we do not repeat it.
What happens next
- The case is logged with its number, opening time and severity.
- You are told who owns it and where the updates will reach you.
- Severity 1 and 2 are accompanied until service is restored, not until the diagnosis.
- On closing you get the cause, what was done and what stops it recurring.
- What repeats across cases goes to review, because an incident that returns every month is an underlying problem and not a support one.
Not a support client yet?
This line serves active contracts. If you do not have one yet and need help with a live operation, write to us through the commercial channel and we will tell you plainly whether we can help and how soon.
Talk to the commercial team