Not every request can be handled directly by Support. This article explains in which cases partners or administrators must be involved first.

Hornetsecurity Support assists with technical questions and issues relating to our products and services. Depending on the type of request, partners or other responsible parties may also need to be involved. However, in certain cases, direct assistance from our Support team is not possible.

This may be due to various reasons:

• The case requires a change to the settings (Request for Change*) of an object that contains company-specific policies or compliance requirements. 
• Relevant information (personal data) is protected by personal data confidentiality.
• Hornetsecurity has no direct contractual relationship with the requesting party. For example, when the service is part of an included service provider.
• The support case is related to a third-party solution.
• The request is not a technical request, but instead, for example, a sales-related question.
• You are submitting a request at a level not intended for this purpose. If the relevant entity** is a customer object, the request for support services must be submitted at the highest reseller level within the hierarchy.

Some scenarios lead to conflicts with the DSGVO, which we must strictly comply with.

What do I need to have ready when contacting Support?

• The support PIN: To ensure that you are an administrator, we need your support PIN. You can enter the support information, such as the administrators for your domain, in the Control Panel.
• Your domain name: We can view your domain's data in the Control Panel and help you more quickly. 

How can I contact Support?

• Through our ticket system
• Through our chat
• Through our support hotline: +49 511 515 464-700

You are not eligible for support but still need a solution?

1. For administrators: Obtain the administrator role of the partner/reseller responsible for the respective customer. This is managed in the Service Dashboard. Once you have done this, please contact us again.

1. For users: Please contact your responsible administrator. For many requests, we must ensure that the correct administrator is involved.

1. For external parties: Are you neither actively using nor providing our service? In this case, our options are very limited. Nevertheless, we will still try to help within the possibilities available to us.

Many answers can also be found in our manual or our Knowledgebase. 

*Request for Change: A change to an existing configuration or item. In IT, the term RfC, as well as change, is very broad and is used in various contexts. 

**Entity: An entity is a neutral term at the account level in the Hornetsecurity Control Panel. In most support cases, it refers to a customer or reseller object.