One of the appointed super-users must initiate all support requests by sending an e-mail, in English, Swedish or Norwegian, to email@example.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
The standard service level agreement (SLA) for Roxen Support includes a response by the following business day's conclusion in the respective Roxen territory.
The extended support service level agreement includes a response within two hours from activation.
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.
|firstname.lastname@example.org||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|