Straightforward support. Measurable commitments.
All customers receive technical support in Swedish. SLA terms include service credits, so the commitments and remedies are clear.
Call the right team directly
Support tickets and new inquiries have separate direct numbers for the appropriate teams.
Two levels - choose the one that fits
All customers get basic support by email and phone. Extended support is available for organizations that need around-the-clock coverage, a named contact, and quarterly follow-up.
Basic support
Ticket handling for all customers, with no add-ons and no hidden fees.
- Ticket handling by email
- Phone support
- Swedish-speaking technicians
- Office hours, weekdays
- Reference number on every ticket
Extended support
Around-the-clock coverage, a named contact, and quarterly service reviews for organizations running production environments.
- 24/7 support
- Named technical contact
- Priority queue and faster response times
- Proactive monitoring
- Quarterly service review
Commitments you can measure us against
Three SLA levels with a clear service-credit model. The agreement specifies the applicable percentages and time limits.
All SLA levels include service credits if an agreed availability target is missed. The SLA appendix to your agreement specifies the exact percentages, response times, and credit amounts.
From support request to resolution in four steps
Every ticket follows the same process: clear escalation and clear updates, regardless of support level.
Ticket registered
Every ticket receives a reference number and an email confirmation. You can track its status and history in the ticketing system.
Prioritization
Tickets are classified by impact, from information requests to critical service disruptions. Priority controls response time and resource allocation.
Escalation
Clear escalation paths for critical incidents. Tickets that are not resolved within the agreed time are automatically escalated to the next level.
Follow-up
You receive confirmation of the resolution and, for major incidents, a description of the root cause and preventive measures.
Basic support versus upgrades
All customers start with a solid foundation. Upgrades are available for organizations that need more.
Included in basic support
- Swedish-speaking technical support
- Ticket handling with reference numbers
- Standard SLA with service credits
- Around-the-clock infrastructure monitoring
- Incident alerts by email
- Access to the service status page
Available upgrades
- Phone support with faster response times
- Named technical contact
- 24/7 support
- Proactive monitoring and quarterly follow-up
- Enterprise SLA with custom terms
Who does what when you need help?
The support level determines how quickly and proactively we help. The service management level determines which system layers Cygrids is responsible for.
Hardware or network failure
Cygrids troubleshoots and repairs the infrastructure we provide. The incident follows the standard support and escalation process.
Unmanaged operating system or application
You are responsible for the operating system, patching, configuration, and your own code. We can assist under a separate agreement or recommend a managed service level.
Managed operations
Patching, monitoring, backup checks, and incident response are included only to the extent stated in your agreement. Exact boundaries are documented before operations begin.
Migration and recovery
We plan migration and restoration with you. Scope, timing, and any cost are confirmed before work begins.
Our infrastructure and security
Our support is backed by resilient Swedish data center infrastructure, ISO 27001-certified information security, ISO 9001-certified quality management, and facilities designed for continuous operation. Learn how we protect your data and maintain service availability.
Data centers & securityInfrastructure at a glance
Answers before you ask
What we are most often asked about support, SLAs, and ticket handling.
Which support channels do you offer?
What is the difference between support level and management level?
Which response times apply?
How does escalation work for critical incidents?
What happens if the SLA is breached?
Can you help on site?
Which languages does the support team offer?
Do you need remote support?
Download our TeamViewer QuickSupport so our technician can connect directly to your screen.
Questions about support or SLAs?
Book 30 minutes with a specialist who will walk through the support model, SLA levels, and how they fit your business. Or contact us directly.
