Helpdesk
How does the Helpdesk work?
At Get Interactive, we find it important that you're not only well helped but also know what to expect. On this page, we explain how our helpdesk works and what you can expect from us when you submit a support request. Our support desk is available on working days between 9:00 AM and 5:00 PM via help@getinteractive.nl.
The status of your ticket
Get Interactive works with tickets; for every support request you submit via email, we automatically create a ticket containing all relevant information.
We assign different statuses to this ticket throughout the process. In the table below, we explain what each status means.
| Status | Description |
| Waiting for support | We have received your ticket and our Support Team will soon start working to resolve this issue. If we need additional information, we will request it. We will inform you when we have actively taken your ticket into processing. |
| In progress | Our Support Team has started working on your ticket. We do everything we can to resolve this ticket for you as quickly as possible. We will inform you when further action has been taken on the ticket. If you have questions in the meantime, you can reply to the confirmation email. |
| Waiting for customer | We need additional information or confirmation from you to complete this ticket. This may mean that the problem is not entirely clear to us, or that we would like confirmation that the ticket has been resolved to your satisfaction. The ticket will be automatically marked as 'Resolved' if we have not received a response to this request within 72 hours. |
| Resolved | Our Support Team has marked your ticket as resolved! If something is still wrong, it is possible to reopen the ticket by responding to it. One of our employees will then respond as soon as possible and take action where necessary. |
| Cancelled | The ticket has been cancelled, for example because it was submitted twice or because we have already had personal contact. Is this not correct or do you have another question? Please contact us. |
| Closed | The ticket has been resolved or cancelled and is therefore officially closed. Is this not correct or do you have another question? Please contact us. |
Priority levels
Get Interactive determines priority based on impact and urgency.
For emergencies and work, an hourly rate of € 125 excl. VAT is applied.
Need more than our standard SLA? Please contact us to discuss the possibilities.
| Level | Description |
| Urgent | The incident causes serious negative impact; for example: - An error message in the website component or in the application, and the application does not work at all; - response time is within one working day; - recovery time is within one working day. |
| High | The incident causes moderate negative impact; - An error message in the application or the application does not work due to the incident, users cannot perform some tasks but most can; - a small portion of the involved users cannot work due to the incident; - response time is within one working day; - recovery time is within two working days. |
| Medium | The incident causes some negative impact; - An error message appears. Users can still use the page or website component; - response time is within two working days; - recovery time is within five working days. |
| Low | The incident causes minimal negative impact; - The page or component is not displayed as intended, but all pages are accessible and/or applications work normally; - response time is within two working days; - recovery time is within 14 working days. |
| Improvements and developments | Comments, improvements, suggestions, and new developments. - Realization of major suggestions will be discussed in consultation. - Work in this category falls outside the service contract. A budget will be prepared in advance, and after approval of the budget (by the client), the work will be scheduled. |