Clear support. Measurable commitments.
All customers get Swedish-speaking technical support. SLA terms with financial compensation are included, so you know exactly what to expect.
Call the right team directly
Support cases and new inquiries have separate direct numbers for the appropriate team.
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
- Telefonsupport
- Swedish-speaking technicians
- Kontorstid, vardagar
- Reference number on every ticket
Extended support
Around-the-clock coverage, a named contact, and quarterly follow-up for organizations in production.
- 24/7 support, every day, around the clock
- Namngiven teknisk contact person
- Priority queue and faster response times
- Proaktiv monitoring
- Quarterly follow-up meeting
Commitments you can measure us against
Three SLA levels with a clear compensation model. Exact percentages and time limits are specified in your agreement.
All SLA levels include financial compensation as service credits when breached. Exact percentages, response times, and compensation levels are specified in the SLA appendix to your agreement.
From ticket to resolution - 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 is confirmed by email. You can always follow status and history in the ticket system.
Prioritering
Tickets are classified by impact, from information requests to critical service disruptions. Priority controls response time and resource allocation.
Eskalering
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 larger incidents, a description of the root cause and preventive actions.
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 kompensation
- Dygnet-runt-monitoring av infrastructure
- Incidentlarm via mejl
- Access to the service status page
Available upgrades
- Telefonsupport with snabbare svarstider
- Namngiven teknisk contact person
- 24/7 support, every day, around the clock
- Proactive monitoring and quarterly follow-up
- Enterprise SLA with anpassade terms
Our infrastructure and security
Support is backed by redundant Swedish data centers, ISO 27001-certified information security, ISO 9001-certified quality management, and physical infrastructure built for continuous operation. Read more about how we protect your data and ensure availability.
Data centers & securityInfrastructure i korthet
Answers before you ask
What we are most often asked about support, SLAs, and ticket handling.
Which support channels do you offer?
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 support handle?
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.
