Norce support

We help you around the clock

Business-critical disruptions or other acute operational issues

In case of acute operational issues – outside regular business hours (Mon-Fri 8-17 CET) – please email: oncall@norce.io. Provide your business telephone number and company name, in the subject of your
e-mail to us; and we will contact you, as quickly as possible!

PLEASE NOTE: If the matter is not critical (e. g., common support questions, questions regarding functionality, etc.); any eventual technical support carried out by this service will (still) be charged in accordance with our current emergency services compensation guidelines.

Business-critical errors and problems

A business-critical outage is characterized by the fact that customers in your shop for some reason cannot shop.

Examples of this may be:

  • One or more payment services do not work
  • Products cannot be put in the shopping cart
  • An order cannot be completed
  • The online store does not respond

Please ensure that the problem you experience is not local by:

  • Empty the cache in your browser
  • Test other websites
  • Test in other browsers
  • Test on another computer if possible

If you have been informed by a customer of an error, you as the owner of the online store must first verify the error before contacting the hotline!

Other, non-business critical, errors/disturbances will not be addressed but handled by Jetshop support on regular working hours (Mon-Fri 08-17, Sat-Sun 10-14). If we are still to be asked for help, we will give you a proposal for time. You will then be charged with the current hourly rate of SEK 2100/h for the case. Minimum charge is one hour.

Scenarios where Norce´s critical support services can NOT assist you:

  • Non-business-critical issues that prevent you from managing your webshop Examples of these may be that you cannot add, change, or delete:
  1. Products
  2. Categories
  3. Pages
  4. News
  5. Offers
  6. Photos
  • Product order tasks; such as: the import or export of data
  • Tasks that can be executed in the Admin interface
  • Other questions; or assistance with (for example) campaigns, order management, or general settings
Flight-Hero