Technical support
Support is provided from Switzerland by the people who operate the infrastructure. This is not a call centre: whoever answers can look at your machine.
Getting in touch
Daytime, Monday to Friday. Extended availability can be agreed according to how critical your services are.
The most effective route for a technical incident: it leaves a written trail and lets you attach evidence.
Reporting an incident effectively
These few details save a round trip, sometimes several.
The service concerned
Machine name, domain name, address of the site or instance. For a domain, you can check its zone at portal.dand.ch.
What you observe
The exact error message, copied rather than paraphrased where possible.
Since when
And whether anything changed just before: an update, a deployment, a configuration change.
The scope
Everyone or one person, every browser or just one, from a particular network.
The real urgency
A halted production system and a minor annoyance are not handled the same way. Tell us which one it is.
How we work
The infrastructure is monitored automatically and alerts are handled by D&D’s technical team. So it happens that we already know when you call — and sometimes that we are already working on it.
Requests are handled by the people who operate the infrastructure, which removes the intermediaries: whoever answers can read the logs, look at the state of the machine and act.
Intervention outside business hours can be put in place where your services warrant it. It is not included by default: it is agreed with you, like response time commitments, according to actual criticality. If your business calls for it, let us discuss it before the incident rather than during.