ℹ️ Support SLA
ℹ️

Our Support SLA


Hours of service "First Line Support"

Monday to Friday (excluding public holidays) 07:00 - 18:00

Response times - Service targets

We plan for and consistently achieve:

  • Ticket allocation 

    • 80% of all tickets are assigned (with work commencing) within 4 hours (working days)

  • Resolution

    • 80% of "First Line" tickets are resolved within 2 working days from allocation

  • Second Line tickets

    • 80% of "Second Line" tickets are resolved within 10 working days from allocation

Priority issues and escalation

Customer issues are handled on a first come first served basis

The following "time critical" issues will be prioritised where ever possible

  • System down and or system access* issues
  • Issues related to Creation or Confirmation of Customer orders
  • Webshop access and payment gateways (exception portal access)
  • Creation of shipping and packing documents (outgoing)
  • End of month closing (typically VAT and similar statutory reporting issues)
  • Issues related to Point of Sale terminas

*NOTE: In cases where we do not have direct access to your 

  • DNS
  • LAN
  • Client settings
  • Periferal hardware

Our ability to support some connection and access issues is limited.

Escalation of your specific support issue

Sometimes you may face issues that are particularly time critical and you need extra attention.

For Time Critical issues, customers are welcome to contact our telephone support (or a Business Consultant) directly with or without previous registration of the issue.  However, we recommend email (or webform) tickets when registering any support ticket and telephone calls to escalate and or clarify complex issues.

You can therefore request that a specifc issue be escalated (expedited) by calling our support telephone (+46 (8) 7490995) or your SPOC directly.

We will then escalate the issue internally and give it the highest possible priority.

Provide as much information as possible including user information and screen dumps with URL visible

Once an issue has been accepted by our support team as "priority escalated" by you, we begin work immediately and with as many resources as may be required.  Escalated issues may attract overtime charges without notification.