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All issues experienced by the Customer will be escalated to OX via the ticket process as defined in the SLA.
Severities
| Severity 1 | Shall mean Incidents that are defined as a complete outage and do not allow the Customer to further conduct his business. The customer’s system or application is completely not available, and no workaround exists. The Incident affects all users deployed on the Joint Solution Environment and is caused by the disruption of one or more Supported Component(s). It also means a security or general threat causing potential risk to the Customers or End Users’ data integrity or privacy. |
| Severity 2 | The Customer’s operation is severely disrupted. A business-critical component of the Joint Solution Environment cannot be used by a majority of the users. |
| Severity 3 | Shall mean Incidents, which involve partial loss of non-critical functionality, one that impairs many operations, but allows the Customer to continue to operate. It also means issues happening in a test- or pre-production environment that would normally cause an adverse impact to a production network. |
| Severity 4 | Shall mean general usage questions, recommendations for product enhancements or modifications, and calls that are passed to the Parties for informational purposes. This includes but is not limited to documentation and translation errors. |
Training
Please see our interactive training with best practice, FAQ's, debugging and a lot of other topics related to 1st. Level support activities:
The standard way to open a ticket with OX Support is via email. For this purpose, the Customer gets a dedicated support key from Open-Xchange. When filing a ticket, the key has to be entered into the E-Mail to OX. This License Key controls the SLA in OX's ticket system.
The following article describes the information required by OX and provides a template for the email:
https://www.open-xchange.com/resources/ox-support/general-information/
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OX will inform Customers via email when the outage of a service is detected, including the user impact and the expected Time to Restoration, if already known.
As long as the outage persists, OX will keep the Customer up to date on the progress on an hourly basis via email if not otherwise jointly agreed during the resolution process.
OX will then also inform the Customer via email when the service is restored.
The following situations are defined as Outage:
Web-Mail / HTTP | > 30s response for a period of 15min or more |
SMTP | > 30s response for a period of 15min or more |
IMAP | > 30s response for a period of 15min or more |
POP3 | > 30s response for a period 15min or more |
Capacity Management
Capacity Management within the borders of normal organic growth is in the responsibility of Open-Xchange.
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