Contact-Support - Revision history

Choeger at 04:48, 1 August 2018

2018-08-01T04:48:55Z

← Older revision		Revision as of 04:48, 1 August 2018
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	GUI Version: GUI version or package list		GUI Version: GUI version or package list
	Category: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Category: possible values].		Category: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Category: possible values].
	Severity: 4, 3, 2, 1 (~~siehe auch Beschreibung der~~ Severity ~~Level~~)		Severity: 4, 3, 2, 1 (see description of Severity Levels)
	Track-ID: the customer's internal tracking number, e.g. from its Bugzilla		Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
	Product: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Product: possible values].		Product: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Product: possible values].

Schweigi: /* Todo: */

2018-07-30T16:13:59Z

Todo:

← Older revision		Revision as of 16:13, 30 July 2018
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	GUI Version: GUI version or package list		GUI Version: GUI version or package list
	Category: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Category: possible values].		Category: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Category: possible values].
	Severity: 1, 2, ~~3, 4~~		Severity: 4, 3, 2, 1 (siehe auch Beschreibung der Severity Level)
	Track-ID: the customer's internal tracking number, e.g. from its Bugzilla		Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
	Product: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Product: possible values].		Product: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Product: possible values].

Schweigi: /* Todo: */

2017-05-03T07:51:27Z

Todo:

← Older revision		Revision as of 07:51, 3 May 2017
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	Platform: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Platform: possible values].		Platform: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Platform: possible values].
	GUI Version: GUI version or package list		GUI Version: GUI version or package list
	Category: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#~~Module~~: possible values].		Category: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Category: possible values].
	Severity: 1, 2, 3, 4		Severity: 1, 2, 3, 4
	Track-ID: the customer's internal tracking number, e.g. from its Bugzilla		Track-ID: the customer's internal tracking number, e.g. from its Bugzilla

Schweigi: /* Concern: */

2016-11-14T14:19:58Z

Concern:

← Older revision		Revision as of 14:19, 14 November 2016
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	= Concern: =		= 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 [http://knowledgebase.open-xchange.com/~~index~~.~~php?id=163~~ My Registrations] section. ~~Please also have a look at sdb.open-xchange.com/create-ldb-account-en~~		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 [http://knowledgebase.open-xchange.com/support/self-service/registration.html My Registrations] section.

	Furthermore you have an issue with your Open-Xchange Software and need help by the Open-Xchange Support.		Furthermore you have an issue with your Open-Xchange Software and need help by the Open-Xchange Support.

Schweigi at 12:46, 11 August 2016

2016-08-11T12:46:39Z

← Older revision		Revision as of 12:46, 11 August 2016
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	= Todo: =		= Todo: =
	Send an E-Mail to <support AT open-xchange.com> and provide the following information within the E-Mail body. Please take care to put your Support Key always to the top. If you provide more than one key the first recognised key wins.		Send an E-Mail to <support AT open-xchange.com> and provide the following information within the E-Mail body. Please take care to put your Support Key always to the top. If you provide more than one key the first recognised key wins.

			IMPORTANT: We can only guarantee fast responses in case you report your incident or problem in English.

	Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX		Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX

Maurice.delaferte: /* Todo: */

2015-07-13T06:50:23Z

Todo:

← Older revision		Revision as of 06:50, 13 July 2015
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	Platform: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Platform: possible values].		Platform: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Platform: possible values].
	GUI Version: GUI version or package list		GUI Version: GUI version or package list
	~~Module~~: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Module: possible values].		Category: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Module: possible values].
	Severity: 1, 2, 3, 4		Severity: 1, 2, 3, 4
	Track-ID: the customer's internal tracking number, e.g. from its Bugzilla		Track-ID: the customer's internal tracking number, e.g. from its Bugzilla

Maurice.delaferte: /* Todo: */

2015-06-24T13:26:40Z

Todo:

← Older revision		Revision as of 13:26, 24 June 2015
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	Server: url of the machine		Server: url of the machine
	Server Version: server version or package list		Server Version: server version or package list
	Platform: Please ~~check for~~ [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Platform: possible values].		Platform: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Platform: possible values].
	GUI Version: GUI version or package list		GUI Version: GUI version or package list
	Module: Please ~~check for~~ [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Module: possible values].		Module: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Module: possible values].
	Severity: 1, 2, 3, 4		Severity: 1, 2, 3, 4
	Track-ID: the customer's internal tracking number, e.g. from its Bugzilla		Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
	Product: Please ~~check for~~ [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Product: possible values].		Product: Please choose one from [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Product: possible values].

	Steps to reproduce:		Steps to reproduce:

Maurice.delaferte at 13:24, 24 June 2015

2015-06-24T13:24:25Z

← Older revision		Revision as of 13:24, 24 June 2015
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	Server: url of the machine		Server: url of the machine
	Server Version: server version or package list		Server Version: server version or package list
	~~Distribution~~: ~~can be one of SLES, RHEL, DEBIAN SQUEEZE, DEBIAN WHEEZY, UCS, CENTOS~~		Platform: Please check for [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Platform: possible values].
	GUI Version: GUI version or package list		GUI Version: GUI version or package list
	Module: ~~can be one of portal, mail, calendar, tasks, infostore~~		Module: Please check for [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Module: possible values].
	Severity: 1, 2, 3, 4		Severity: 1, 2, 3, 4
	Track-ID: the customer's internal tracking number, e.g. from its Bugzilla		Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
	Product: ~~can be one of OXAPPSUITE, OXHE, OXSE, OXASE, OXCS, OXtender, Migration~~		Product: Please check for [https://oxpedia.org/wiki/index.php?title=Contact-Support:PossibleValues#Product: possible values].
	~~Component~~: ~~can be one of Admin GUI, Admin Server, Groupware GUI, Groupware Server, CLT, Documentation, OS Component, Installation, Other~~

	Steps to reproduce:		Steps to reproduce:

Schweigi: /* Todo: */

2015-01-05T13:45:27Z

Todo:

← Older revision		Revision as of 13:45, 5 January 2015
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	= Todo: =		= Todo: =
	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. Please take care to put your Support Key always to the top. If you provide more than one key the first recognised key wins.

	Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX		Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX

Schweigi: /* Open-Xchange Severity: */

2014-10-29T10:35:32Z

Open-Xchange Severity:

← Older revision		Revision as of 10:35, 29 October 2014
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	Shall mean general usage questions, recommendations for product enhancements or modifications, and calls that are passed to the Parties for informational purposes. This includes but is not limited to documentation and translation errors.		Shall mean general usage questions, recommendations for product enhancements or modifications, and calls that are passed to the Parties for informational purposes. This includes but is not limited to documentation and translation errors.

			= Personal Data Policy =
			According to German law, companies are forced to handle any (log) files from customers which contain data related to a third person or has any personal protection in a special way. Personal data shall mean any information concerning the personal or material circumstances of an identified or identifiable natural person. Even so they have to be deleted once they aren't used any more. To fulfil this requirement, customers and support agents have to keep the readable ticket communication, in form of email/article body, subject or attachment names, free from any personal data. This can be every thing from names, email addresses, screen-shots, logs files and even credentials to system accounts. This personal data only has to be handed over in form of attachments which was common practice before. Transfer channels for personal data are attachments via the ticket system, attachment in encrypted emails or provided by protected download links. How to send encrypted emails via PGP is described [http://sdb.open-xchange.com/node/59 here].

			The integrity of an 'Incident Request' with all available data needs to be saved up to 90 days after a ticket was closed to ensure a holistic assessment in case of Contractual complaints. This time frame is mandatory and gives also the customer time for detailed tests. In case of reopening an incident within these three months all information is still available and needs not to be recollected by customers and end users.

			Open-Xchange introduced a weekly deletion process, the deletion work on ticket attachments and on raw email files which are affected by attachments. The automatic deletion of all ticket attachments takes place weekly at Sunday and affects all tickets which are in a 'closed' state since 90 days.

	= Creating an OX Support Tarball =		= Creating an OX Support Tarball =

	[http://oxpedia.org/wiki/index.php?title=AppSuite:Oxsysreport Creating an OX Support Tarball]		[http://oxpedia.org/wiki/index.php?title=AppSuite:Oxsysreport Creating an OX Support Tarball]