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We offer product support to our certified partners as outlined in the service level agreement.

To contact our support department please use the link below:

Partner Product Support

(*) When entering an error report please use the below priorities:

Support Priorities

Priority

Description

Action

Blocker or Critical

(Critical Qualified Faults)

Fatal faults causing;

  • breakdown of system or functionality,
  • damage of other programs
  • access violations,
  • Inconsistence of data or incorrect update of database, which cannot be circumvented.    

Will be handled as priority development task within a timeframe of 4 hours or less (business hours) from when we has received the error report.

Less than 48 hours (2 working days) upon receive of an error report, the partner will receive a deadline for solving the error.

This deadline will not exceed 20 working days upon receive of the error report.

Major

(Non Qualified Faults)

Non fatal faults that;  

  • only appears under special conditions
  • can be circumvented 

Less than 48 hours (2 working days) from receive of an error report, the partner will receive a deadline for solving the error.

This deadline will not exceed 60 working days upon receive of the error report.

Minor or Trivial

Minor faults as; layout (fonts, spelling, colours, position etc.) in general issues that do not prevent the user from getting the right information from the database

Will be corrected in a future release (New Release, Service release or Update).