Our Support

All our support work follows our standard service level agreement (SLA). The SLA consists of 4 different levels - Bronze, Silver, Gold and Platinum. All issues are classified as one of the following:

1) Emergency failure of service (EF)
2) Failure of service (FS)
3) Change request (CR)

The four levels determine the support reaction time, which is further influenced by classification - EF, F, CR - a ticket is given. The support levels of all contracts are included in the service level agreement.

All customers are appointed a key account manager, who makes sure that customers are taken care of, and that any issues that might arise are handled according to the SLA.

When you need to reach us you can either give us a call or send an e-mail to one of our support addresses. Contact information is to be found here. Different options are provided to suit your needs, making it possible to reach us wherever you are.

The main channel for support issues is via our e-mail address, support@cention.se All customers also have a custom e-mail address, which sends a support request directly to the team with responsibility and knowhow for your specific needs.