Service Levels
The license type defines the Service Levels (Platinum, Gold or Silver).
|
SERVICE LEVEL |
PLATINUM |
GOLD |
SILVER |
BRONZE |
|
License type covered |
Enterprise |
Premium |
Professional |
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.
Not included in Dynamicweb Support
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