NordicScreen ApS – SLA v.1

Background

NordicScreen SLA v.1 describes normal response times at support including opening hours. It also describes how errors and wishes are handled by NordicScreen.  

Contents

NordicScreen provides support to resellers, cf. customer service and support obligations described in the NordicScreen discount structure. NordicScreen provides e-mail and telephone support to dealers with “Certified Dealer” or “OEM Partner” status. Support only applies to official business days. Reservations are made for unforeseen situations that may affect the response time briefly.  

Phone Support

NordicScreen offers telephone support with system-known personnel. The staff can guide the use of NordicScreen products.   Opening hours for telephone support Monday 08: 30-16: 00 Tuesday 08: 30-16: 00 Wednesday 08: 30-16: 00 Thursday 8: 30-16: 00 Friday 08: 30-15: 00 Saturday Closed Sunday Closed Opening hours apply to ordinary working days in Denmark. Phone number: +45 71 99 15 15  

E-mail support

NordicScreen offers email support. NordicScreen strives to respond to emails initially within 5 hours during business hours. Opening hours for email support Monday 08: 30-16: 00 Tuesday 08: 30-16: 00 Wednesday 08: 30-16: 00 Thursday 8: 30-16: 00 Friday 08: 30-15: 00 Saturday Closed Sunday Closed Opening hours apply to ordinary working days in Denmark. Email: [email protected]  

Suggestions

When reporting new suggestions / ideas to NordicScreen systems this must be done via the page below. Wishes / suggestions will be registered and evaluated based on NordicScreen’s current strategy and sales focus. https://nordicscreen.com/suggestions-for-improvements/  

Errors or irregularities

The customers’ experiences of the system are of great focus to all employees of NordicScreen. We are constantly working to make the product better and therefore take all feedback and error reporting seriously. When reporting errors to NordicScreen, the following points must be stated. This ensures the best possible conditions for our development department. Errors that do not contain the information below are returned to the sender. – Product. – Account Name / Agreement no. – Wrong type. – Impact of the operation on the fault. – Specific description of the error. – Pictures or video of the error. The error will then be given a status based on complexity and the extent to which it affects the operation of the system in question. There is also a focus on whether the error affects the admin site or whether it affects the operation of the players. Reporting errors must be made in writing to [email protected] with the subject: “Incidents – (insert short description)”  

NordicScreen error types

Minor Minor non-functional malfunctions in the system which may be disturbing and or annoying to the user. Errors of this type are noted without further follow-up. Major Several customers are to some extent limited in the use of the many possibilities of the system. However, system is still functioning. Errors of this type are noted and followed up. Critical More customers are greatly restricted in the use of basic functions of the system. These are usually shutdowns, black screen or misleading information. Errors of this type are noted and followed up. Should critical errors occur outside of business hours, NordicScreen encourages you to step up the case and contact employees directly by phone and mail.

24/7 system monitoring

NordicScreen monitors all systems electronically 24 hours a day, 365 days a year. Should problems arise, key people at NordicScreen will be notified. Thereafter, an action plan will be set for the challenge in question. If necessary, this action plan will be sent to relevant dealers.