Service Levels

The license type defines the Service Levels (Platinum, Gold or Silver).

SERVICE LEVEL

PLATINUM

GOLD

SILVER

BRONZE

License type covered

Enterprise

Premium
Business
Corporate

Professional
Marketing

Web & Ecommerce

Reaction time (up to)

2 hours

Up to 1 day

Up to 2 days

Up to 5 days

Access to support

Yes

Yes

Yes

Yes

Access to Forum

Yes

Yes

Yes

Yes

 

 Incident Manager determines the severity of an incident based on the business impact. 

SEVERITY

Resolution Time

Critical

4 hours

Serious

24 hours

Important

72 hours

Minor

120 hours

Please note that the above mentioned reaction and resolution times are within normal business hours. 

The following is not included in Dynamicweb Support: 

  • Implementation and debugging of custom code extensions or templates
  • Integration outside of a standard setup

Moreover, if your templates employ ASP.NET Razor code, it may be difficult for helpdesk to obtain an in-depth overview of the code and its impact. As a rule of thumb, we do NOT provide support for problems with Razor templates.

In a similar vein, assistance with using our API - whether questions about using or bug reports - are outside the expertise of Service Desk personnel. 

Instead, please consult your peers and the development team on the Developer Forum.

For other issues:

  • Contact Hostnordic for issues regarding DNS, FTP and Email issues, and for backup and restore
  • Contact your Partner Account Manager for questions regarding pricing, extra features and licensing
  • Contact Dynamicweb Finance (finance@dynamicweb.dk) for issues regarding invoices and solution termination