Support Process
Contacting Support
One of the appointed super-users must initiate all support requests by sending an e-mail, in English, Swedish or Norwegian, to support@roxen.com. Using e-mail as the initial point of contact ensures that we have a complete log of your request in our support system for future reference. Please provide a detailed error report, including any screenshots, log files, or other supporting documentation, in your e-mail.
Service level agreements
Standard support
The standard service level agreement (SLA) for Roxen Support includes a response by the following business day's conclusion in the respective Roxen territory.
Extended support
The extended support service level, intended for urgent production-critical inquiries only, includes a response within one hour from phone activation by Company's super-users.
The customer must activate the extended support level by including the word "Urgent" in the subject line of the initial e-mail and placing a phone call to the appropriate phone number listed below.
| Priority | Response | Activated |
| support@roxen.com | 08-17 CET, excluding Swedish holidays | |
| Business hours, phone number | +46 13 376 804 | 08-17 CET, excluding Swedish holidays |
| Off-hours phone number | +46 13 376 803 | 24/7, requires activation of extended support SLA |