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Submit a ticket
You can use the form below to submit a ticket to our support team. The ticket will be assigned to one of our service agents who will do everything to help you as quickly as possible.
You can give us a hand and speed up the process by providing the information we need to solve your issue faster:
A) Standard Support
Say you didn't find the right answers on the Support Portal, then just ask us. There's a highly-motivated support team waiting to take your questions. The best way to reach our customer support reps is via the ticketing system on the Support Portal. If you are using another mechanism to reach out, please make sure to tell us your company name and give as many details as possible about the problem. Interactive support of this quality level is not for free. Support ticket fees are time-based with a minimum time unit of 15 minutes. Standard support is available between 9 am - 5 pm CE(S)T.
It is possible to purchase a Service Package that covers your support upfront. This will increase efficiency, while it decreases your investment. Service Packages are available as form 16 hours, to 32 hours or even 48 hours. Please contact us, if you want to opt for a Service Package.
B) Premium Support
Do you want to control and prioritize tickets? Then Premium Support is what you are looking for. We have support policies in regards to priority, severity, and escalation levels. Our Premium support consists of Fault Management under SLA, with guaranteed response times, based upon the priority of your ticket. Premium support is also available in an extended services window outside the business hours for critical support.
If you would like to apply for our Premium Support-services, please request more information through firstname.lastname@example.org and we will reach out to you to set this up.
In Premium support, you can prioritize the issues you post, based on severity levels:
- Level 1: Critical (Fire!!!!): Your software is not able to run in a production environment and the entire company is impacted. Your SLA guarantees a response time within the hour.
- Level 2: Major (We're down!!): The availability of the software is severely restricted in a production environment and most of the company is impacted. Your SLA guarantees a response time within 4 hours.
- Level 3: Minor (I'm stuck): The availability of the software is restricted and there is a workaround for the problem. Your SLA guarantees a response time within 8 hours.
- Level 4: Non-essential (Please help?): Standard questions can apply here and the system is not impacted by the issue you're encountering. Your SLA guarantees a response time within 12 hours.
Outside of normal business hours, 9am to 5pm CE(S)T, we offer services for critical issues. An issue is critical when your software is not able to run in a production environment and the entire company is impacted.
We can be on standby based on an agreed service window where we can assist with your critical issues.
This implies the combined use of our ticketing system and a dedicated telephone number, where we will guarantee assistance within the hour to help you out.
To apply for our Extended Window Services you would require Premium Support under SLA and an agreement with Invenso with the predefined extended hours.
If you would like to apply for our Premium Support-services with Extended Window, please request more information through email@example.com and we will reach out to you to set this up.
C) Projects and Customizations
There are many many things that XperiDo does right out of the box! But if you have very specific requirements around your unique document generation or integration scenarios, then you should talk to our project team. You'll find them more than happy to get together with you and brainstorm how we can achieve the perfect solution for your needs.
You can always call the team for analyses, consultancy, POCs and even straightforward template delivery. We're not simply selling you a product, we want you to be successful in achieving your goals making use of the product.