Obtaining support
To obtain support, always create a support ticket by logging in at https://support.taurix.net with the credentials you received or just send your problem by mail to support@taurix.net. Our technical staff will be notified on newly created tickets.
Tickets can also be opened through E-mails to support@taurix.net.
P1/Immediate tickets with SLA’s can only be created from https://support.taurix.net, existing tickets can be upgraded to P1/immediate by the customer if they are still in the status ‘new’. Increasing priority of other tickets can only be done by Taurix staff while maintaining SLA guarantees
Phone support
Please create a ticket before calling in on our support number: +32 14 15 14 46
Escalating tickets
SLA tickets (P1/Immediate) that should be acted on outside of working hours have to be escalated (if your contract covers extended support) by setting the escalate field to Yes in our support system. This is only effective if the ticket has a priority ‘Immediate‘ and is still in status ‘new’. When escalating a ticket outside of business hours, make sure our engineers can reach you in case of questions (provide contact details in the ticket for example).
Escalating a ticket does nothing if your support contract doesn’t have support for it (but the field should not be visible in that case)