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 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.