Helpdesk

To maintain a low response time to your requests, we have structured our support in two levels:

• Level 1: all issues that can be solved without technical help, programming or change of data like use of the modules, password issues, browser settings etc. This is taken care of by your reseller.

• Level 2: all other issues that require technical help, changes in databases or programming. This can be reported to us via your reseller.

CODE	LEAD-TIME	SEVERITY	WORKAROUND	DETAILS
S1 – Blocking	24 to 48 hours after we determined that the issue requires a change in the product	Core business functionality is broken	None	• Issues which cause data loss or data corruption • Issues which prevent use of core business workflows • Incorrect data on key reports (Shippers Declaration, NOTOC, Checklist) • Security breaches – incl. permission errors which erroneously expose data, or which prevent valid data access
S2 – Urgent	10 days after we determine that the issue requires a change in the product	Seriously impairs business processes, but is not of S1 severity	None or very inconvenient	• Issues which break basic feature functionality in transactions, lists, reports, etc., but do not block users from performing core business functions • Incorrect data on non-key reports • Incorrect data being displayed in the browser, even though the data is correct in the database • User visible issues which affect functionality, generating “unexpected errors” • Script errors which affect core business functionality
S3 – Important	30 days after we determine that the issue requires a change in the product	Causes moderate disruption to business process, but is not of S1 or S2 priority	One or more convenient workarounds	• Issues which moderately affect feature functionality on transactions, lists, reports, etc. • Issues which generate script errors, but do not affect core business functionality • Moderate localized performance degradation • Localized or browser-specific issues (on Windows/IE or Mozilla Firefox) • Glaring formatting or typographical errors • Incorrect product documentation
S4 – Nuisance	Timeframe is determined from customer input and will most likely be greater than 30 days	Causes minor disruption to business process, but is not of higher priority	Multiple good workarounds or not needed	• Issues which have a minor effect on feature functionality in transactions, lists, reports, etc. • Isolated performance issues which do not affect workflow • Misleading or ambiguous documentation • Poorly structured or worded user interfaces
S5 – Minor	Timeframe is determined from customer input and will most likely be greater than 60 days	Does not affect any functionality	Not needed	• Incorrectly formatted data • Visual inconsistencies • Typographical errors in documentation or isolated interfaces

System status

You can find our current system status in the overview below. The status is updated every five minutes.

More information on the system status and system maintenance can be found here

F.A.Q.

Below you can find an overview of frequently asked questions and answers.

Online payment

View General terms of trade

Pay your invoice here

TeamViewer quick support

Please run the following installation for DGM-SDG staff to assist on-line: http://files.dgm-sdg.com/download/teamviewerqs.exe

Support

Helpdesk

For level 2 support, we use the following codes and lead-time:

System status

F.A.Q.

Do I have to purchase all DGOffice modules?

I currently have a DGOffice license, can I add or remove modules anytime?

Do I get instant access to DGOffice after creating a DEMO account?

Do I get instant access to DGOffice after I placed an order?

Can users work in different languages?

How many users are included in a license?

How long is a license valid?

What does a DGOffice license cost?

What are the payment options?

I am interested in becoming a DGOffice reseller, is this possible?

General terms of trade

Online payment

TeamViewer quick support