NordicScreen ApS – SLA v.1

Background

In this NordicScreen SLA v.1, you will find a description of our normal response times regarding support issues along with our opening hours. This SLA also includes a description of how you can report errors and suggestions for improvements to us and how we will handle them.

 

To Whom Does This Agreement Apply

NordicScreen provides support to all resellers with a Certified Reseller status. The service NordicScreen provides is based on the customer service and support obligations stated in the NordicScreen Reseller contract.

The support service will be provided through phone or e-mail during official business days. However. Reservations are made for unforeseen situations that may briefly affect the response time.

 

Phone Support

During the opening hours, NordicScreen provides telephone support. Here staff with a high level of system know-how can assist you through your issues and guide you in the use of the NordicScreen products.

Opening hours the support telephone:

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

If you as a reseller need help with a support case, you are welcome to reach out to us through our support e-mail. During our opening hours, we strive to respond to all emails within the initial 5 hours of receiving the e-mail.

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 for improvements to the NordicScreen products this must be done through the page below.

Suggest an Improvement 

Your suggestions/ideas will be registered and evaluated based on our current strategy and sales focus.

Errors or irregularities

The customers’ experiences of our products are a great focus for all our employees. We are constantly working on making our products even better and therefore take your feedback and error reports very seriously.

When reporting errors to NordicScreen, the following points must be stated. This ensures the best possible conditions for our Customer Success and Development department to fix the error. If you don’t provide us with the information below, when reporting an error, we cannot help you fix, it and will therefore not look at it before the necessary information is provided.

  • In which product did the error occur? (Q-Play, Q-Cal)
  • Account Name / Agreement no
  • In what part of the product is the error located (app, DesignTool, ConnectPlayer, etc.)
  • A specific description of the error
  • Description of how the error impacts your entire solution
  • Pictures or videos of the error

After receiving the above information, the error will be given a status based on complexity and the extent to which it affects the operation of the product in question. Furthermore, the effect of the errors on the products admin site and whether it affects the operation of the players will be considered.

Reporting errors must be made in writing to [email protected] with the subject: Incident – (insert short description)

 

NordicScreen error types

After receiving your e-mail reporting an error, we at NordicScreen will categorize the error, and make a plan for how the error is handled.

Minor Errors

Minor non-functional malfunctions in the system that may be disturbing and/or annoying to the user. These types of errors are noted without further follow-up.

Major Errors

Several customers are to some extent limited in their use of the product. However, the system is still functional. These types of errors are noted and resolved as quickly as possible.

Critical Errors

More customers are greatly restricted in the use of the basic functions of the product. These are usually shutdowns, black screens, or misleading information. These types of errors take precedence and are noted and resolved as quickly as possible.

Should critical errors occur outside of business hours, we encourage you to report them through our support email immediately along with contacting one of our 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 and an action plan will be developed based on the issue in question. If necessary, this action plan will be sent to the relevant resellers.