How to Get Support

━━━━━━━━━━━━━━━━━━━━━

How to reach us, register a ticket, track progress and escalate when you need to.

Register a support ticket

You can contact our support team in three ways:

We recommend email or the web portal for registering all tickets and telephone for escalating urgent issues or clarifying complex problems.

Help us help you faster

When registering a ticket, please include:

• ✅ Screen dumps with the URL visible in the browser address bar
• ✅ The Odoo transaction reference - SO number, INV number, PO number, product name, work centre, user name, etc.
• ✅ Steps to reproduce the issue - what did you do, what happened, what did you expect?
• ✅ Your preferred contact method - we assume email unless you tell us otherwise

The more detail you provide, the faster we can diagnose and resolve your issue.

Contact your consultant directly

For questions about Odoo configuration, implementation or development, it is often fastest to contact your assigned consultant directly by telephone or email.

If you don't have a specific consultant assigned, email support@linserv.se  and we will route your request to the right person.

Track your ticket in the portal

In the Linserv Portal you can see all information about your support tickets, including:

• Ticket status and priority
• Work done by our consultants
• Time logged
• Communication history

Contact your Business Consultant for a free portal user account.

Escalate an urgent issue

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

To escalate:

1. Call our support telephone (+46 (0)8 749 09 95) or your assigned consultant directly
2. You may call with or without having previously registered a ticket - but we recommend registering first
3. Provide as much information as possible, including user details and screen dumps with URL visible

What happens next:

• We escalate the issue internally and give it the highest possible priority
• Once accepted as "priority escalated," we begin work immediately with as many resources as required
• Escalated issues may attract overtime charges without further notification

For details on what qualifies as a priority issue, see → [5.1 Support SLA & Response Times]

For details on charges, see → [5.2 Support Pricing & Billing] 

ARTICLE 5.1 - Support SLA & Response Times

━━━━━━━━━━━━━━━━━━━━━━

Our service targets, priority definitions and what you can expect.

Hours of service

Response time targets

We plan our resources to consistently achieve the following targets:

Current performance (2025): We successfully resolved 70% of all tickets within 6 working days.

Important: We cannot guarantee fixed resolution times for any specific support issue. Resolution time depends on the nature and complexity of each case. The targets above reflect our planning and resource allocation.

Priority handling

Customer issues are handled on a first come, first served basis. However, the following time-critical issues will be prioritised wherever possible:

This priority principle applies equally to all customers regardless of company size.

Limitations on access-related issues

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

• DNS
• Local area network (LAN)
• Client settings
• Peripheral hardware

Our ability to support some connection and access issues is limited. We will do our best to help diagnose the problem and guide you, but resolution may require action from your internal IT team or other providers.

For how to register and escalate tickets, see → [5.0 How to Get Support]

For details on support costs, see → [5.2 Support Pricing & Billing]