How to contact the Open-Xchange Support?
You are entitled for Advanced Support and have obtained one of Open-Xchange's Support offerings, have registered all your Support Keys, which you have got after purchasing your Support offering according the information provided in the My Registrations section. Please also have a look at sdb.open-xchange.com/create-ldb-account-en
Furthermore you have an issue with your Open-Xchange Software and need help by the Open-Xchange Support.
Send an E-Mail to <support AT open-xchange.com> and provide the following information within the E-Mail body:
Support Key: OX-SUPPORT-ODER-LIZENZ-KEY-XXX Server: URL des Servers Server Version: Server Version oder Paket Liste Distribution: Kann sein SLES, RHEL, DEBIAN, UCS GUI Version: GUI Version oder Paket Liste Module: Kann sein portal, mail, calendar, tasks, infostore Severity: 1, 2, 3, 4 Track-ID: Kunden interne Nachverfolgungsreferenz, z.B. dessen Bugzilla Product: Kann sein OXHE, OXEE, OX5, OXSE, OXAE, OXtender, Migration Component: Kann sein Admin GUI, Admin Server, Groupware GUI. Groupware Server, CLT, Documentation, OS Component, , Installation, Other Steps to reproduce: ... Current behaviour: ... Expected behaviour: ...
The Severity of an Incident determines the impact it has on the customer's business and therefore the urgency of solving an Incident of certain impact.
Important: Please note that Open-Xchange's response time depends on both the Severity and the Service Level Agreement between the customer and Open-Xchange.
If all of the above information has been provided a confirmation mail is sent from Open-Xchange's ticket system which includes the ticket number for that incident.
Severity 1 – High
Shall mean Incidents that are defined as a catastrophic outage and/or have a critical impact on the customer's ability to conduct business. The customer cannot produce. The customer's system, application, or option is down and no procedural workaround exists.
Severity 2 - Medium
Shall mean Incidents that are defined as high-impact problems. The customer's operation is disrupted, but there is some capacity to produce. The problem may require a fix prior to the next release for the current customer system.
Severity 3 - Low
Shall mean Incidents which involve partial, non-critical functionality loss, one which impairs some operations, but allows the customer to continue to operate. This may be a minor issue with limited loss or no loss of functionality or impact to the customer's operation. This includes but is not limited to documentation and translation errors.
Severity 4 - Trivial
Shall mean general usage questions, recommendations for product enhancements or modifications, and calls that are passed to the Parties for informational purposes.