In this article you will find the answer to:
How to use Maritech Support (English)
How to use Maritech Support (Norwegian)
How to use Maritech Support (English)
How to use Maritech Support (Norwegian)
Structure (1st, 2nd and 3rd line)
Our support team handles all types of support cases, whether there are problems with the system not working (incidents), or service requests that provide guidance on how to use the system.
We aim to solve questions that can be answered quickly in the first line.
They answer the common generic question and also plays an important role in receiving and registering the tickets, and requesting relevant information.
2nd line will investigate and troubleshoot the more extensive incidents, and answer more in-depth questions within our different product areas.
3rd line will contribute when the type of expertise is needed. These will typically be resources from R&D.
Support framework: ITIL
At Maritech, we uphold a global service delivery based on ITIL framework. This framework represents a universally recognized compilation of best practices meticulously crafted to empower organizations in maximizing the value derived from IT investments, thereby harmonizing IT services with overarching business strategies.
Jira - Our Service Management system
Within Maritech's operational ecosystem, Jira serves as our Service Management system, comprehensively housing all types of service requests. Additionally, our Maritech Cloud platform grants users access to a comprehensive Help Center, with e-learning modules, documentation repositories, and informative articles. Should issues remain unanswered within these resources, users possess the option to seamlessly escalate their concerns by initiating support cases directly from the Maritech Cloud interface.
How to register a support request
To register service or support requests, clients are encouraged to utilize our customer portal within Jira, accessible via the following link:
You can also get to the Support Portal in Maritech Cloud:
Moreover, clients may opt to engage our support team via email at [email protected]
In addition to electronic channels, clients may also engage our support services via phone by contacting the Service Desk at +47 71 51 73 00. However, it is advisable to prioritize electronic communication for expeditious issue resolution.
We kindly request clients refrain from direct engagement with consultants, as this disrupts our operational workflow and hampers our ability to provide timely assistance. Adherence to established communication protocols ensures streamlined operations and enables us to prioritize support requests efficiently.
#Raise a support case #Reach out to support #Contact support
Critical service requests
For urgent matters demanding immediate attention, it is imperative to designate the priority level as "critical" when creating an issue, with corresponding email subject lines marked accordingly. Ensuring detailed descriptions of the issue, accompanied by a clear elucidation of its criticality, is paramount. Precise and accurate information furnished within the task/issue description significantly expedites the resolution process. While we empathize with the challenges clients may face in articulating technical matters, it remains imperative to facilitate seamless communication by striving for clarity and precision. Notably, the classification of an issue as "Urgent" should not be misappropriated, as this compromises the efficacy of our system.
We encourage you to report cases via our Service Desk, but if you are unsure whether the case has been reported correctly, or you need to speak to us, it is also possible to call us at our service desk at +47 71 51 73 00 between 8 to 4 (Central European Time) Monday to Friday.
For critical operational issues pertaining specifically to Maritech Packing, clients are directed to contact our team of specialists at +47 71 51 73 50. Please note the designated operational hours for this specialized support service:
Monday to Friday: 06:00 – 08:00, 16:00 - 23:00
Saturday to Sunday: 06:00 – 22:00
User Management in Maritech Cloud
Termination of Users in Maritech Cloud
According to the framework agreement, a three-month notice period applies to user terminations in Maritech Cloud.
If you wish to terminate a user, please contact our support channel.
To process your request, we will need the following information:
Full name of the user concerned
Desired termination date for the user
Transfer of Users
If an employee leaves the company, or for other reasons will no longer be using their account, the user can be transferred internally to another person within the company.
For user transfers, no notice period applies.
To complete this process, please submit a request through our support channel with the following information:
Full name and email address of the new user
Which existing user the new user will replace
Date when the change should take effect
FAQ
What is included in the current AMS agreement?
Access to Maritech Service Desk from 8 AM to 4 PM on weekdays
First-line support
User administration
Incident Management (reporting and handling of system errors in the standard solution)
What determines if a support case is billable?
The type of case determines if it is billable. We work according to ITIL, and thus have four main types of cases:
Incidents: An unplanned interruption or reduction in the quality of an IT service (a service interruption). Something that worked previously has now stopped working. Incidents are not a billable service. If a case is reported as an Incident but can be resolved through user guidance rather than a system error, the case will be billed.
Service Requests: User guidance, questions about the solution, training. This is a billable service, except for first-line support.
Change Requests: Requests to make changes to the customer's solution, such as changes in setup, configuration, changes in reports/Analytics, etc. This is a billable service.
Suggestions: Proposals for product improvements in the standard solution. This is not a billable service. Suggestions are handled by our Product Management Team.
Can you choose between different support agreements?
It is possible to purchase "extended support," which mainly means extended hours of operation.
It is also possible to purchase an "all-inclusive" agreement where all support hours are included in the agreement.
Please contact [email protected] for more info.
How quickly am I entitled to a response according to our AMS agreement?
Response time means that we process the case, assess its criticality, and then categorize and escalate the case further.
For all Cloud customers, the following response times apply:
For critical Incidents (all users are affected, and the customer cannot perform business-critical operations) = 30 minutes
For high-priority Incidents = 2 hours
For medium-priority Incidents = 4 hours
For low-priority Incidents = 8 hours
I have an urgent case. What should I do?
Report the case to support: preferably use the Jira portal → Choose "incident" -> set the priority to high.
What does "1st line is included in the standard agreement" mean?
First-line support at Maritech handles the following tasks:
Receives all cases and registers them in Jira
Collects necessary information from customers, conducts initial troubleshooting and testing, and categorizes all inquiries based on the type of case.
Provides guidance and assistance to customers by answering generic questions that can be handled without in-depth knowledge of the customer's processes.