Kontakt-Zu-Support

Anliegen:

Sie sind im Besitz eines erweiterten Support Vertrags mit Open-Xchange, Sie haben Ihren Support Key, wie unter Meine Registrierungen beschrieben freigeschaltet und benötigen nun Unterstützung bei der Lösung eines Problems mit Ihrem Open-Xchange Produkt.

Vorgehen:

Senden Sie eine E-Mail an <support AT open-xchange.com> und fügen Sie folgende Informationen dem "Mail Body" bei. Bitte achten Sie darauf, den Support Key immer an oberster Stelle anzugeben. Sollten mehrere Keys in der Mail erkannt werden, so gewinnt der zuerst erkannte:

WICHTIG: Wir können schnelle Antworten nur garantieren, wenn Sie ihre Störungen und Probleme in englisch melden.

Support Key: OX-SUPPORT-ODER-LIZENZ-KEY-XXX
Server: URL des Servers
Server Version: Server Version oder Paket Liste
Platform: Bitte wählen Sie einen Eintrag aus den möglichen Werten.
GUI Version: GUI Version oder Paket Liste
Category: Bitte wählen Sie einen Eintrag aus den möglichen Werten.
Severity: 4, 3, 2, 1 (siehe auch Beschreibung der Severity Level)
Track-ID: Kunden interne Nachverfolgungsreferenz, z.B. dessen Bugzilla
Product: Bitte wählen Sie einen Eintrag aus den möglichen Werten.

Steps to reproduce:
...
Current behaviour:
...
Expected behaviour:
...

Die Severity (Schwere) einer Anfrage beschreibt den Einfluss einer Störung auf den Geschäftsablauf eines Kunden und somit die Dringlichkeit der Beseitigung einer möglichen Störung.

Wichtig: Die Reaktionszeit von Open-Xchange hängt sowohl von der gewählten Severity der Anfrage als auch von einem "Service Level Agreement" (SLA) zwischen dem Kunden und Open-Xchange ab.

Sobald alle obigen Informationen in der Anfrage enthalten sind, wird eine Bestätigungs E-Mail von dem Open-Xchange Ticketsystem verschickt, welche die Ticketnummer für die weitere Kommunikation enthält.

Open-Xchange Severity (English only)

Severity 1

Shall mean Incidents that are defined as a complete outage and do not allow the Licensee to further conduct his business. Licensee's system or application is completely not available and no Workaround exists. The Incident affects all users deployed on the Joint Solution Environment. Also means a security or general threat causing potential risk to the customers’ data integrity or privacy. A situation in which one or several servers do not operate correctly is not a Severity 1 issue, unless the issue causes one of the above to happen.

Severity 2

The Licensee’s operation is severely disrupted. A business critical component of the Joint Solution Environment cannot be used by a majority of the users.

Severity 3

Shall mean Incidents which involve partial loss of non-critical functionality, one which impairs many operations, but allows the Licensee to continue to operate.

Severity 4

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 (English only)

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 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.

Erstellung eines OX Support Tarball

Erstellung eines OX Support Tarball