Difference between revisions of "Contact-Support"
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Send an E-Mail to <support AT open-xchange.com> and provide the following information within the E-Mail body: | Send an E-Mail to <support AT open-xchange.com> and provide the following information within the E-Mail body: | ||
− | Support Key: OX-SUPPORT- | + | Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX |
− | Server: | + | Server: url of the machine |
− | Server Version: | + | Server Version: server version or package list |
− | Distribution: | + | Distribution: can be one of SLES, RHEL, DEBIAN, UCS |
− | GUI Version: GUI | + | GUI Version: GUI version or package list |
− | Module: | + | Module: can be one of portal, mail, calendar, tasks, infostore |
Severity: 1, 2, 3, 4 | Severity: 1, 2, 3, 4 | ||
− | Track-ID: | + | Track-ID: the customer's internal tracking number, e.g. from its Bugzilla |
− | Product: | + | Product: can be one of OXHE, OXSE, OXASE, OXtender, Migration |
− | Component: | + | Component: can be one of Admin GUI, Admin Server, Groupware GUI |
− | Server, CLT, Documentation, OS Component | + | 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. | 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. |
Revision as of 08:24, 2 April 2012
Contents
How to contact the Open-Xchange Support?
Concern:
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.
Todo:
Send an E-Mail to <support AT open-xchange.com> and provide the following information within the E-Mail body:
Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX Server: url of the machine Server Version: server version or package list Distribution: can be one of SLES, RHEL, DEBIAN, UCS GUI Version: GUI version or package list Module: can be one of portal, mail, calendar, tasks, infostore Severity: 1, 2, 3, 4 Track-ID: the customer's internal tracking number, e.g. from its Bugzilla Product: can be one of OXHE, OXSE, OXASE, OXtender, Migration Component: can be one of 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.
Open-Xchange Severity:
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.