Norce support

We are here to help!

Business-critical disruptions or other major operational issues

In case of business-critical issues outside of regular business hours, please email Mon - Fri 17.00 - 24.00 and 06.00 - 08.00 CET also holidays 06.00 - 24.00 CET. Please include as much details as possible related to your 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 Norce Product 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 for the time spent. 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