Help Desk

Help Desk - DGM-SDG

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Help desk

Technical support

Help Desk Portal

Contact our help desk for all your technical questions. Via the portal, you can submit questions and follow the status of your requests 24/7.

Alternatively, ask your questions via the technical contact form.

Levels of support

To maintain a low response time to your requests, we have structured our support in two levels.

Level 1

All issues that can be solved without technical help, programming or change of data, such as use of the modules, password issues, browser settings, etc. Please contact your reseller for such matters, they can help you with this.

Level 2

All other issues that require technical help, changes in databases or programming. This can be reported in the help desk portal or via your reseller.

For level 2 support, the following priorities are used.

Code	Lead time	Severity	Workaround	Details
S1 – Blocking	24 to 48 hours after we determined that the issue requires a change in the product	Core business functionality is broken	None	Issues which cause data loss or data corruption Issues which prevent use of core business workflows Incorrect data on key reports (Shippers Declaration, NOTOC, Checklist) Security breaches – incl. permission errors which erroneously expose data, or which prevent valid data access
S2 – Urgent	10 days after we determine that the issue requires a change in the product	Seriously impairs business processes, but is not of S1 severity	None or very inconvenient	Issues which break basic feature functionality in transactions, lists, reports, etc., but do not block users from performing core business functions Incorrect data on non-key reports Incorrect data being displayed in the browser, even though the data is correct in the database User visible issues which affect functionality, generating “unexpected errors” Script errors which affect core business functionality
S3 – Important	30 days after we determine that the issue requires a change in the product	Causes moderate disruption to business process, but is not of S1 or S2 priority	One or more convenient workarounds	Issues which moderately affect feature functionality on transactions, lists, reports, etc. Issues which generate script errors, but do not affect core business functionality Moderate localized performance degradation Localized or browser-specific issues (on Windows/IE or Mozilla Firefox) Glaring formatting or typographical errors Incorrect product documentation
S4 – Nuisance	Timeframe is determined from customer input and will most likely be greater than 30 days	Causes minor disruption to business process, but is not of higher priority	Multiple good workarounds or not needed	Issues which have a minor effect on feature functionality in transactions, lists, reports, etc. Isolated performance issues which do not affect workflow Misleading or ambiguous documentation Poorly structured or worded user interfaces
S5 – Minor	Timeframe is determined from customer input and will most likely be greater than 60 days	Does not affect any functionality	Not needed	Incorrectly formatted data Visual inconsistencies Typographical errors in documentation or isolated interfaces

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