Enterprise (BYOS)

As an enterprise customer, your are entitled to prioritised support through our chat channels and  by telephone. We use Slack as our chat solution and you will be invited to your Slack channel during sign on. 

Note: If you cannot use Slack and/or have your own chat solution we are open to other arrangements. 

For urgent matters, of chat/telephone does not respond in time, please also send an urgent email to support@accsyn.com. Find more information about our E-mail support below.

Please consider these guidelines:

• We are a small company without a huge support organization, support are currently answered by our lead developers during office hours and we intend to only have developers with full insight into code base as a first point of contact - this is to ensure fastest possible problem solving. 

• Use a descriptive subject, "Need help" is a bad example of email subject. A good subject looks like "Crash when trying to write file to my disk".

• Supply screenshots and log files when possible, this speeds up the support ticket handling. Find standard log file locations below.

• We answer support emails in the order they come in. If you have an urgent matter that has put your production to a stop - begin subject with the word "URGENT" in capital letters and we will prioritise the matter.

• We answer support emails during office hours (see below), outside these times we answer sporadically with any guarantee on response times. 

Log file locations

Server (daemon/service)

• Windows: "C:\ProgramData\accsyn\log".

• Mac OS X: "/var/log/accsyn".

• Linux: "/var/log/accsyn".

Client

• Windows: "%appdata%\accsyn\log". %appdata% usually points to the AppData\Roaming folder beneath your system account.

• Mac OS X: "~/Library/Logs/accsyn". "~" means your system account directory.

• Linux: "~/.accsyn/log". "~" means your system account directory.

Support office hours:

08.00-18.00 CET (Swedish holidays)

Terms

accsyn SaaS is provided "as is" which means it is a best effort service. If you have questions regarding our support obligations, have look at our terms and conditions.

Web page

https://accsyn.com