Using support
Customer obligation
The following cooperation obligations are to be fulfilled by the customer for the contractual provision of the service desk services by Safespring:
- Register support case via support@safespring.com
- Subscribe to updates on the status page: https://status.safespring.com
When communicating with Safespring staff regarding support case via other communication channels (e.g. phone or chat) please always refer to registered ticket reference number (e.g. RT#1234) obtained from Safespring ticketing system when registered a support case via support@safespring.com
In order to facilitate the best possible support experience please provide as much relevant information possible when opening a support case, like:
- Problem description including severity level
- Site and project name
- Instance IDs of affected instances
- Timestamps
- Console output, error codes or relevant logs
- Protocols, ports
for detailed template please see documention under chapter status and support: https://docs.safespring.com/
Support process
Customer support contact points
For handling and resolution of incidents, e-mail is used for communications. E-mails sent to the support e-mail address are automatically added to the ticket history for the incident.
The Safespring support team is available 08-17 all workdays.
- E-MAIL support@safespring.com
Main communication channel. - PHONE NORWAY +47 23 65 32 23
Used for critical incidents, 24/7 or escalations - PHONE SWEDEN +46 8 551 073 74
Used for critical incidents, 24/7 or escalations
The Customer reports incidents to Safespring via e-mail. Critical incidents shall be reported by phone in addition. The Customer applies severity level to the incident which determine further treatment of the incident.
If the incident is not solved within time limits or is in risk of being exceeded, escalation routines will be initiated.
The escalation routines shall be initiated if:
- Customer has not received necessary feedback about the status of ongoing error correction within defined response time
- Incidents are not corrected or that solution time is not set within defined response time related to escalation level 3.
Each party has the responsibility to perform escalation within its own organization.
Escalation level and contact information
Each party has the responsibility to perform escalation within its own organization.
Escalation level ONE
Safespring Support manager – Duty Manager
Norway: +47 23 65 32 23
Sweden: +46 8 551 073 74
Escalation level TWO
Head of Engineering – Head of Operations
Phone: +31 637 17 46 61
Escalation level THREE
CEO – Phone: +46 708 37 55 66
Incident level description and response time
Safespring effectively manages all levels of incidents with continuous support and rapid responses to ensure minimal disruption.
Critical Incident
Critical Incident - P1
Defenition
Incidents that cause loss of service or continuous instability of mission-critical functionality and have no workaround. The Incident causes or may cause a material adverse effect on Customer’s business or material parts of the operational services are unavailable.
Safespring Incident Handling
The Safespring is working continuous 24/7 with the Incident until it is resolved or a satisfactory “work-around” is established. There is regular feedback to the Customer on the progression of the error handling. Safespring management will create a dialogue with the manufacturer’s support department. If necessary, the Safespring will require on-site assistance from the manufacturer.
Response Time
Phone call alert (24/7): Immediate
E-mail within working hours: 30 minutes.
Resolution Time
Given by SLA
Major Incident
Major Incident - P2
Defenition
Incidents that are impairing, but not causing loss of service or loss of mission-critical functionality. Intermittent issues that affect missioncritical functionality. The Incident causes or may cause an adverse effect on Customer’s business or a critical function does not work, or work with response times that are inferior to the agreed.
Safespring Incident Handling
Safespring is working continuous 24/7 with the Incident until it is resolved or a satisfactory “work-around” is established. Safespring will inform the Customer regarding progression of the Incident handling. Safespring’s management will create a dialogue with the manufacturer’s support department. If necessary, the Safespring will require on-site assistance from the manufacturer.
Response Time
E-mail: 2 hours within working hours
Resolution Time
As soon as practically possible
Minor incident
Minor incident - P3
Defenition
All other incidents
Safespring Incident Handling
Safespring is working with the Incident during normal business hours until it is resolved or a satisfactory “work-around” is established. Safespring’s management will create a dialogue with the manufacturer’s support department if necessary.
Resolution Time
E-mail: End of next business day.
Resolution Time
In a coming software update.
