System support
Our System Support services can be reached by calling the toll-free number 0800 8 567890 or via e-mail at support@combell.com.
- Calls during weekdays: between 9 AM and 5 PM.
Outside these hours, all urgent calls are processed via a special emergency number that the Customer gets upon delivery of the service purchased from Combell. This emergency number is processed by a call centre that immediately transfers the Customer's call to an on-duty system manager. Every time that the Customer gets in touch with the call centre, he has to communicate his server's IP address so that Combell can meet the response waiting time as described in this SLA.
This emergency number can only be used to report business critical incidents (as described in section 2.3.2 of the SLA). Should the Customer call outside the hours mentioned in his chosen Service Level Package, each call will cost the Customer a fixed fee of 45 EUR (excl. VAT) that will be charged on his next invoice, regardless of the nature of the incident. This fixed fee does not cover the time that is necessary to provide advanced support.
All System Support requests are processed according to the parameters of the Service Level Pack chosen by the Customer. In this context, we always take into account the time intervals and the number of minutes of System Support that are included per month. Section 3.3 of the SLA includes further information about the specific System Support.
