Contacting Service Desk

What happened?

At Hornetsecurity we thrive to deliver the best Service possible to our Customers and Resellers, including Technical Support.
Having a close partner alike relationship with our Resellers, we sometimes require seeing an inclusion of the Reseller first hand in Support cases. Or to move the support request to another location. In rare cases we are not allowed to give support at all.

This can be necessary out of various reasons. A small selection of scenarios:

• The case requires a change of settings (RfC) that include company specific policies or compliance.
• Information relevant to process the case is protected via personal data confidentiality.
• Hornetsecurity has no direct contractual relationship with the requesting party (e.g. if the Service is part of an included Provider Service). 
• The support case originates with a 3rd Party solution.
• The request is not a technical inquiry (e.g. a Sales related question.).

We would love to assist everyone straight away. That's our nature! Unfortunately, some scenarios may lead to conflicts with GDPR, which we must ensure to follow strictly.

What can I do now?

You are still in need of a solution, and we hear you! 

1. Administrators: Get yourself an admin role with the appropriate level* towards the entity* in question. This is managed in the Service Dashboard. Once done, reply to us again!
2. Users: Get in touch with your administrator. With many requests we need to see the right admin being involved first hand. 
3. External: You are not actively using nor providing our service. In these cases, we are very limited in our options but will try our best anyway.  

*Appropriate Level: Assuming the entity in question is a Customer object, the appropriate level to request support with Hornetsecurity will be the highest Reseller object in terms of hierarchy.    

*Entity: An entity is a neutral term to an account level in the Hornetsecurity Control Panel. In most support cases it will refer to a Customer or Reseller object.