Not every request can be handled directly by Support. This article explains the cases in which partners or administrators must first be involved. At Hornetsecurity, our goal is to provide our customers and resellers (also referred to as partners) with the best possible service. This of course includes technical support.
Because we maintain a close relationship with our partners, we sometimes require their direct involvement in support cases. It may also be necessary for a support request to be handled elsewhere. In rare cases, unfortunately, we are not permitted to provide support.
There may be various reasons for this:
- 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 data privacy regulations.
- Hornetsecurity is not in a direct contractual relationship with the requesting party. For example, if 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 rather, for example, a sales-related question.
- You are submitting a request at a level that is 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 conflict with the GDPR, 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 require 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 data in the Control Panel and help you more quickly.
How can I contact Support?
- Through our ticketing system
- Through our chat
- Through our support hotline: +44 2030 869 833
You are not eligible for support but still need a solution?
- 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.
- For users: Please contact the administrator responsible for you. For many requests, we need to ensure that the correct administrator is involved.
- For external parties: You neither actively use nor provide our service? In this case, our options are very limited. Nevertheless, we will try to help within the scope of what is possible.
Many questions can also be answered using 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, has a very broad meaning 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.