Support

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• General
• Access to the Visma|YouServe support desk
• Service Support
• Access by telephone of the Service Center
• FAQ
• Who can get support?
• How can I log a ticket on an API on login?
• How long does it take before my ticket is picked up?
• How do get a login to the support tool?

 

General

Access to the Visma|YouServe support desk

When Partner first starts using the Domain API’s, Visma|YouServe will create one end-user (hereinafter: Administrator) for Partner, who is given access to the Ticket system of Visma|YouServe. An Administrator is an authorized person by Partner who uses the Domain API’s and subsequently is able to create new Administrators.  The Visma|YouServe Ticket system is accessible through this link:

Log Support Ticket

Service Support

Questions about the functioning of Domain API’s s are answered by Visma| YouServe’s Service Center. We also process reports about malfunctions and deal with it adequately and ensure proper feedback. We offer these services to the registered, professional contact persons of Partner.

The designated contact persons of Partner, are able to report detected incidents to Visma YouServe’s Service Center. This is possible via accessing the Visma|YouServe Ticket system.  In the case of escalation, you can contact us by telephone  The ticket system of Visma|YouServe  grants access and information about the progress of submitted questions and the offered solutions. Contact persons are during the support process able to add information and react to the offered solutions by Visma|YouServe.

Access by telephone of the Service Center 

Access by telephone of the Service Center is meant for those situations where direct contact is needed to provide a solution or in case of escalation. The Service Center can be reached by telephone on workdays between 8:00 am and 6:00 pm. 

We kindly ask you to enter your partner number and to choose between the Service on which the question is related to.

Our Stand-by Service can be reached by telephone outside work hours, for reports with respect to the availability of the Domain APIs. The Stand-by Service is available on workdays between 6:00 am and 8:00 am and between 6:00 pm and 10:00 pm and during weekends between 6:00 am and 10:00 pm.  

Note: The Stand-by Service is only for reports on malfunctions in the availability of the Domain API’s applications and is not meant for substantive questions or for reporting other malfunctions. 

FAQ

Who can get support?

Customers.

How can I log a ticket on an API on login?

You will receive instructions for this as part of your customer onboarding.

How long does it take before my ticket is picked up?

Visma | YouServe applies four Support Level Codes to give the right priority to the malfunction and the corresponding response time. The distinction in Support Level Codes is based on the type, severity, the corresponding initial response time and the expected recovery time of the reported malfunction. 

Code	Meaning	Description
1	High	The malfunction has a far-reached and immediate effect on the activities in the organization of the customer: activities cannot continue. There is no alternative solution that offers similar results.
2	Medium	The malfunction has a significant effect on the activities in the organization of the customer: An alternative solution is available, whether or not with some limitations.
3	Low	The malfunction has limited or no effect on the activities in the organization of the customer

The following resolution times relate to the Service Level Code, depending on the Service

Code	Meaning	Maximum duration
1	High	Solution by means of a workaround 90% within 24 hours 100% within 48 hours Structural solution: Within 30 calendar days
2	Medium	Structural solution: Between 30-90 calendar days
3	Low Solution	The solution shall be included in the release calendar

How do get a login to the support tool?

You will receive instructions for this as part of your access partner contract.