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Regular Support

Server-side errors​

Automated notification system​

For each hosting customer there is an emergency contact partner stored in the UAM account. In case we encounter a server-side problem, you will be notified via this e-mail adress. You can see the current set contact by View or edit your customer data in the field Contacts - Emergency. If the contact needs to be changed, please notify us.

Depending on the monitoring system, there are different escalation levels with different notification channels. In principle, however, important messages are first pushed internally into an instant messenger system. All recipients for this type of message immediately receive a notification and in case they are offline, the message is delivered by e-mail. The external monitoring system, on the other hand, informs our clients directly when problems are detected. There is a selection of different measuring points to reduce false alarms.

If you encounter a problem​

What information do we need?​

  • A description of the problem
  • If possible a webpage-, FSI Viewer- or image-URL showing the problem
  • Can the problem be reproduced? How?
  • Are there any entries in the application log files indicating a problem?