How we handle support inquiries i Dekode

IN Dekode We are committed to providing an efficient support process for our customers. When you submit a support request to us, we want to ensure that you receive assistance as quickly and efficiently as possible, while always working to resolve your challenge in a positive manner.

This is how we process your inquiry 

When you contact us at support@ dekode .no, we follow a set process to handle your request: 

1. Support request assessment: 

• Our Customer Success team will receive your inquiry and review it according to your agreement. 

• If your inquiry concerns user support, it will be followed up as soon as we have capacity.  

Sometimes we will send you some follow-up questions before we resolve your inquiry. This is to ensure that we have understood the task correctly and ensure that we have all the information we need before we possibly involve a developer.  

2. Implementation in a test environment 

• We always work in a test environment first to ensure that changes work properly without affecting the operation of the site. 

• When the task is completed, we will notify you so you can test the solution. 

3. Approval and publication 

• Once you've tested and approved the changes, we'll publish them to the live environment. 

4. Invoicing 

• If the task is estimated to take less than 4 hours , we will start the work as soon as we have capacity without sending a price estimate. 

• For larger tasks that are expected to take more than 4 hours, we will send you an estimate for approval before we get started. 

• Time spent on support inquiries is billed per half hour begun. 

Tips for getting quick and effective help 

To ensure we can help you as quickly as possible, we recommend that you provide us with as much specific information as possible. This will allow us to focus on spending time solving the problem, rather than looking for the problem and then solving it.  

Please describe: 

• Your experience of the problem or task 

• Any screenshots or examples 

• Link to the page that has the problem 

• Please also write if it is urgent or can wait. 

When we receive your inquiry, we record it with the following information: 

• Contact person  

• Time of submission 

• Unique case number 

• Description of the case 

Opening hours and contact information 

Our Customer Success team is available for support every weekday between 09:00 and 16:00 . If you need quick assistance, you can also reach us by phone at 467 00 845 between 08:00 and 16:00 on weekdays.  

On-call duty  

We monitor your web solution 24 hours a day, 365 days a year. This is included in all our operation and management agreements. If technical problems arise that make the website partially or completely unavailable to visitors, Dekode notified and immediately start troubleshooting. There is no separate phone number you need to call as we are notified via our systems. If the problem causes persistent downtime, you will be kept updated via email. 

Response times 

Level A – Critical errors  

This means that all or significant parts of the operational service are down. If you experience this, we recommend submitting a support ticket and calling us at the same time. We will be on the case as quickly as possible and no later than within 2 hours. If this happens outside working hours, see the section on operational support. 

Level B – Serious error 

Some critical functions are not working, or are working with significantly worse response times than normal. If this should happen, we will also do our best to help you as soon as possible and no later than within 1 business day.  

By following these procedures, we can handle inquiries in a structured and efficient manner, and provide you with the best possible help. We are committed to providing you with fast and efficient support, while ensuring that the solutions we deliver are thorough and well thought out. 

To get the fastest possible assistance, we recommend that you provide us with as much relevant information as possible when contacting us. Should urgent issues arise, you can always reach us during business hours, and our monitoring systems ensure that critical errors are handled immediately. 

We appreciate the trust you place in us and look forward to helping you with your support needs!