Nordic Edge

FAQs regarding Nordic Edge's Support offerings and Policies

What is the definition of a Service Request?
A Service Request is defined as assistance with one issue, problem, or question relating to the use or installation of a Nordic Edge product or product component, regardless of the number of communications required. A single service request is a problem that cannot be broken down into subordinate problems. If a problem consists of subordinate problems, each is considered a separate service request.

What type and level of support do my company has access to?
The type and level of support depends on what support your company has bought. Please take a look in the Support Matrix to find out what's included in your company's support contract. If you're not sure which contract your company has you should be able to get that information from someone in your organization, probably the team that bought the Nordic Edge product from the beginning.
Otherwise you can send an email to support@nordicedge.se and we will send you the information.

Do I need a support contract to receive telephone support?
As stated in the Support Matrix, to receive telephone support your company need the Gold Support level at least. With that said, since we often need exact information from you like precise error messages, phone numbers, logs etc we belive that opening an Service Request should always be done via email or the Incident Handling System in all cases.

What kind of help is included in the maintenance contract and the different support contracts?

Problem and Incident

• In case of problems / incidents in deployed solution that includes a Nordic Edge product Nordic Edge helps customer locate the problem whether it is a product defect, configuration error or a problem in an underlying service.

Easier installation, configuration assistance and general questions (about the product)

• Issues on which the Nordic Edge Support department can refer to specific chapters in the documentation or document in the knowledge database. Questions of simpler nature where the Nordic Edge Support guides the customer to the features and tools that should be used for alignment.
• Issues on which the Nordic Edge Support department can refer to specific chapters in the documentation or document in the knowledge database.
• Questions of simpler nature where the Nordic Edge Support guides the customer to the features and tools that should be used for alignment.

What kind of help is not included in the maintenance contract or the different support contracts?
Questions about more advanced customization, or questions about development are not covered by the maintenance contract or the different support contracts. These issues fall in a Developer Support Contract agreement, that you can buy separately. Developer Support Contract is essentially a bulk modell where the customer can get help from experienced consultants and developers in their own customizations.

For more information about the Developer Support Contract please contact Sales at sales@nordicedge.se. or +46 8 122 07 500