Contact-Support: Difference between revisions

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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-ODER-LIZENZ-KEY-XXX
  Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX
  Server: URL des Servers
  Server: url of the machine
  Server Version: Server Version oder Paket Liste
  Server Version: server version or package list
  Distribution: Kann sein SLES, RHEL, DEBIAN, UCS
  Distribution: can be one of SLES, RHEL, DEBIAN, UCS
  GUI Version: GUI Version oder Paket Liste
  GUI Version: GUI version or package list
  Module: Kann sein portal, mail, calendar, tasks, infostore
  Module: can be one of portal, mail, calendar, tasks, infostore
  Severity: 1, 2, 3, 4
  Severity: 1, 2, 3, 4
  Track-ID: Kunden interne Nachverfolgungsreferenz, z.B. dessen Bugzilla
  Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
  Product: Kann sein OXHE, OXEE, OX5, OXSE, OXAE, OXtender, Migration
  Product: can be one of OXHE, OXSE, OXASE, OXtender, Migration
  Component: Kann sein Admin GUI, Admin Server, Groupware GUI. Groupware
  Component: can be one of Admin GUI, Admin Server, Groupware GUI
  Server, CLT, Documentation, OS Component, , Installation, Other
  Groupware Server, CLT, Documentation, OS Component, Installation, Other
 
Steps to reproduce:
Steps to reproduce:
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Current behaviour:
 
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Current behaviour:
Expected behaviour:
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Expected behaviour:
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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

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.