Contact-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 OXAPPSUITE, OXHE, OXSE, OXASE, OXCS, 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

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.