How to Contact the Open-Xchange Support
In order to contact Open-Xchange support you will need two things: a license key and a customer ID. If you have already signed up for Open-Xchange support then you should have received an email containing both these items.
In case you have lost or haven’t received this email, please send us an email and ask for your license key details.
The License Key entitles you to use a purchased product and/or get updates. This entitlement is valid for a specified period of time and for a number of licensed users. It may also include the ability to contact Open-Xchange support too. Please note that Open-Xchange activates all provided license key.
The customer ID identifies you as an Open-Xchange customer and gives you access to the Open-Xchange Portal.
You are entitled to advanced support if you: have obtained one of Open-Xchange's support offerings; have registered all your support keys (you will have received these after purchasing your support offering) and have an issue with your Open-Xchange product.
To contact Open-Xchange:
- Send an email to support(at)open-xchange.com
- Provide the following information in the email body:
Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX
Server: url of the machine
Server Version: server version or package list
Platform: Please choose one from possible values.
GUI Version: GUI version or package list
Category: Please choose one from possible values.
Severity: 4, 3, 2, 1 (see description of Severity Levels)
Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
Product: Please choose one from possible values.
Date/time of last changes to configuration or installing updates (with description) or any other changes that were done within at least the last 24 hours or ...
Steps to reproduce:
Provide a detailed description of the issue/incident and ideally a step-by-step description
Used OS/Browser/Client (with version):
Date/time of test (with timezone):
Current behaviour / Error or Unexpected Results (Date/time):
(Test account to reproduce issue: )
Additional information needed within a newly opened ticket? Click here.
Please note that Open-Xchange can only guarantee a fast responses if the report is submitted in English.
The severity of an incident determines the impact it has on your business and in turn the urgency we place on solving the incident.
Please note that Open-Xchange's response time depends on both the severity and your service level agreement.
If all information has been provided, and is clear, you will receive a confirmation email directly from the Open-Xchange ticket system. This email will contain a ticket number that identifies this incident.
Open-Xchange Ticket System
Customers with a valid support license have access to all their tickets via the Open-Xchange ticket system (OTRS). The ticket system provides additional features for communication between you and Open-Xchange, but it is not meant as a full substitution of email conversation.
The following user guide provides an overview about the Open-Xchange ticket system.
OTRS User Guide