What do support services consist of? Our services include:
|
How do I get support?
Softlution customer support offers several different contract agreements, which you can find described in detail in your contract. By purchasing one of our support policies, you gain the right to contact our support centers to obtain technical support for supported products and implementations. Learn more about our goals and services as support team on the our services page.
How do I submit a support incident?
You can submit a support incident via a form on our website, via telephone, via e-mail, or via fax.
From our website
Use your support policy number and password to log in to the Softlution helpdesk application. In the 'MySupport' section, click on 'Create a new incident.' Fill in all required fields and click on the 'Submit incident' button. You can expect a response from a technical support representative within eight business hours.
Via e-mail
Contact customer support by sending an e-mail to support@softlution.com. Please mention your support policy number in your e-mail and a detailed problem description, including your system information, to the support engineer.
Via telephone
Contact customer support by calling the customer support center in the Netherlands
Via fax
Send customer support a fax containing your support policy number, a detailed problem description, and your system information (e.g. the operating system and hardware information, etc.). Please mention also on which time and at which place you are most ideal reachable.
How do I track my support incident?
Customers who have an existing support agreement can view the status of their support incident(s) by logging in at the My Support section. Therein you have to click on 'View my incidents'.
What kind of support agreements do we offer?
We offer annual support agreements for software products implemented by Softlution including INTERSHOP, ePages, Heiler, hybris and OpenCms.
Recommendations to help me get Support fast?
- Read all published manuals
- Read all online documentation
- Check the support knowledge base