Support

Fenorri will provide support services 24 hours a day, Monday through Friday, excluding Saturdays and Sundays in all time zones, to align with the operating hours of its customers.

Americas	Americas Normal operating hours from 08:00 to 16:30 (PDT) or 01:00 to 09:30 (UTC) Extended hours from 16:30 to 08:00 (PDT) or 09:30 to 01:30 (UTC)
Europe and Middle East	Normal operating hours: 08:00 to 18:00 (CET) or 07:00 to 17:00 (UTC) Extended hours: 18:00 to 08:00 (CET) or 17:00 to 07:00 (UTC).
Asia Pacific and Australasia	Normal operating hours: 08:30 to 17:30 (HKT) or 16:30 to 01:30 (UTC). Extended hours: 17:30 to 08:30 (HKT) or 01:30 to 16:00 (UTC).
Exceptions	Holidays & Force Majeure: In the event of holidays or force majeure situations, Help Desk services can be accessed from another geographic location outside of regular operating hours. Additionally, service requests can be made via email or the Customer Portal at any time. Incidents reported or service requests made outside of standard working hours will be addressed and acknowledged on the subsequent working day, unless the incident is deemed critical and necessitates an emergency response.

Ticket Prioritization

High Priority Incident

This term applies when the client's work is hindered because servers are unavailable due to software malfunctions, or when access to current usage data is not possible.

respond to the client within 4h;
escalate within 8h;
must be fixed within 48h (issue may require development work).

Medium Priority Incident

This category applies when the client's users can proceed with their tasks, but interfaces that depend on Fenorri are not functioning. Furthermore, real-time usage data may be temporarily unavailable but is expected to be restored soon.

respond to the client within 8h;
escalate within 48h;
must be fixed within 120h.

Low Priority Incident

This category encompasses errors that do not directly affect productivity but require attention, such as reporting inaccuracies or discrepancies in on-screen text.

respond to the client within 24h;
escalate within 1 week;
must be fixed with the next release (Fenorri has monthly releases).

Support Contact Instructions

Through the Software Interface: you can report a bug by simply clicking on the 'Report a bug' button.
Through the Client Portal: you can submit a support call by completing the relevant form or clicking on the designated option for support requests.
Email: support@fenorri.com
Phone:

Americas	+1 415 852 3590
Europe and Middle East	+372 651 0310
Asia Pacific and Australasia	+852 3001 1507