Who supports at Collax?
With a Collax Support contract you are cared for by support teams which consist of experienced IT engineers with excellent network and Linux knowledge. As a backup the whole developer team assists the support team if neccessary.
What is a support case?
- Questions about the Collax Server Solution
- Questions about 3rd party software in combination with Collax Solutions
- Questions about ISV-Solutions on the Collax Solution Platform
A support case is an inquiry on a subject. At the beginning of the process you receive a support case number which is a component of every correspondence to this support case. A support case ends, when a solution for the inquiry was elaborated or the problem could be led back reproduceable on a software mistake. In the last case the developer team is immediately informed to fix it. Collax informs you about a solution as soon as possible.
Your support process
- You contact the support via phone or e-mail
- You mention the licence number
- We name you your support case number
- We remit you to a member of our support team immediately
- The support checks your system for available updates
- The support checks your support contract
- If neccessary and with your allowance, the support logs in to your system to check it
- The support solves your Problem and documents your case in the Collax support tool
- Support cases in 3rd-level-status is redirected to an expert belonging to the Collax developer team.
What is neccessary for a fast support process?
- Have your license number for the Collax product ready. You find it in the right corner on the top of the administration interface or printed to your license certificate.
- Update your software before contacting the support
- The Collax product has to be registered and must have a valid subscription.
- You need to have a valid support contract for your Collax product
- If possible, set up a so called "secure shell"-access (remote internet access) to enable the support to log in and fix the problem
If you have any questions, feel free to contact our sales team. You can wirte an e-mail to support [at] collax.com (support inquiries), sales [at] collax.com (general questions) or contact us by phone dialing +49 (0) 89-990157 600.