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 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.

PriorityResponse Activated
E-mailsupport@roxen.com08-17 CET, excluding Swedish holidays
Business hours, phone number+46 13 376 80408-17 CET, excluding Swedish holidays
Off-hours phone number+46 13 376 80324/7, requires activation of extended support SLA