Norce support

We help you around the clock

Business-critical disruptions or other acute operational issues

In case of acute operational issues outside of 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, with a short description of your business critical issue; 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). 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:

Products
Categories
Pages
News
Offers
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

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Do you want to strengthen your e-commerce?

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