Table of Contents

Getting Support

A quick guide to DynamicWeb support channels

DynamicWeb Care is the entry to DynamicWeb for all support, service requests or technical assistance, for example in relation to implementation of custom modules and templates, development on API´s, integrations outside standard setup, debugging custom code or templates.

  • DynamicWeb Care is open during regular business hours (Monday through Friday 8:30 to 16:30 CET)
  • DynamicWeb Care is closed on national bank holidays, Christmas Eve (December 24th) and New Years Eve (December 31st)

We're committed to providing you with the support you need to make your experience with our products and services as smooth as possible. As the single-point-of-contact for all requests in relation to operating solutions, our support team is dedicated to taking care of your concerns and prioritize providing you with timely and effective solutions.

Please note that some assistance and services from DynamicWeb Care are billed based on time and material.

Submitting a Ticket

To streamline your support request, submit a ticket through our online portal - Freshdesk- via **care@dynamicweb.dk**. This allows you to track the status of your request and ensures that it reaches the right team.

When submitting a ticket please adhere to these guidelines:

  1. Submit only one issue per support ticket
  2. Describe your problem or request clearly in plain text
  3. Describe how to reproduce your problem, with steps and including screen shots
  4. Tell us of any recent changes which have been made to the solution - and any custom code running on the solution
  5. Include a username and password if the issue requires us to login, or if a user login is necessary to reproduce the problem
  6. Tell us how business critical the problem is and why - this ensures that your case will be prioritized correctly

For more urgent matters you can contact our support hotline on +4570252092. In case of an emergency occurring outside of our opening hours, Cloud Operations may be contacted directly on +4570252095.

Forum

Our Developer Forum is an active developer community channel where certified partners can interact with each other and find help. Our developers and support team actively monitor and participate in Forum discussions and threads.

If you have a very technical question or a possible bug, the Forum is a good place to start.

Troubleshooting

Before reaching out to DynamicWeb Care you can try these guides:

You may also find a quick answer in ou Documentation (DW9 & DW10).

To initiate an escalation of an issue: Contact Dynamicweb Care Partner Center escalation manager

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