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General Support Information

Our support team is comprised of experienced engineers and professionals who are committed to helping you succeed. Whether you want to report a bug, encountered an issue, or need help with our software products below you will find the necessary information on how to get the assistance you need.

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What is needed to contact OX support?

If you have already signed up for Open-Xchange support then you should have received an email containing a license key and a customer ID.

In case you have lost or haven’t received this email, please send us an email and ask for your license key details.

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License Key

The license key grants access to the purchased product and updates for a defined period of time and for a number of users. It may also include support access. OX activates all provided license keys.

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Customer ID

The customer ID identifies you as an Open-Xchange customer and gives you access to the Open-Xchange Portal.

You are entitled to advanced support if you:

Have obtained one of OX's support offerings.

Have registered all your support keys (you will have received these after purchasing your support offering) and have an issue with your OX product.

Have regularly updated to the latest available release:

OX App Suite v8

OX App Suite v7

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How to contact the OX Support

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Contact Options

To contact OX send an email or file the ticket directly in our ticket system. 

File a ticket

Customers with a valid support license can create a ticket at helpdesk.open-xchange.com.

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Login and Getting Started
Zammad Knowledge Base

Or send an email

Send an Email to support(at)open-xchange.com

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Required information

Include the required information in your ticket or in the body of your email. OX can only guarantee a fast response if the report is submitted in English.

The severity of an incident determines the impact it has on your business and in turn the urgency we place on solving the incident. Response time additionally depends on your service level agreement.

Guide for additional information
How to create an OX Tarball

Required information

Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX

Server: URL of the machine

Server Version: server version or package list

Platform or Kubernetes flavor and version: Please choose one from possible values.

Environment: Staging or Production

GUI Version: GUI version or package list

Severity: 4, 3, 2, 1 (see description of Severity Levels)

End-User-Impact: Unknown, Single, Multiple, All, VIP

Track-ID: the customer's internal tracking number, e.g. from Bugzilla

Date/time of last changes: to configuration or installing updates (with description) or any other changes that were done within at least the last 24 hours or ...

Issue Description: ...

Steps to reproduce: ...

Test Environment: Used OS/Browser/Client (with version), Date/time of test (with timezone)

Current behaviour: ...

Error or Unexpected Results (Date/time): ...

Expected behaviour: ...

Test account to reproduce issue:

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What happens next?

If all information has been provided, and is clear, you will receive a confirmation email directly from the OX ticket system. This email will contain a ticket number that identifies this incident.

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Accessing your support tickets via Zammad

Customers with a valid support license have access to all their support tickets through the OX ticket system.

Customers accessing Zammad for the first time, please click on “Forgot password” to request a new password. You will have access to Zammad as soon as you have set up your new password.

If you want to see all the tickets of your Organization use this documentation.

Integrated Wiki and user guide

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Zammad Knowledge Base (Login required)
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Additional Information

Severity Levels

Overview and examples of Severity Levels.
Severity Levels in OX Helpdesk button-arrow-up

Personal Data Policy

How we handle personal data such as names, email addresses, screen-shots and so on.
Read Personal Data Policy in OX Helpdesk button-arrow-up

 

Severity Level Descriptions

Shall mean Incidents that are defined as a complete outage of either a Primary Service (e.g. IMAP, POP3, SMTP, or the WebUI and depends on the supported components of the Joint Solution Environment) or an interruption or malfunction causing a critical impact on Customer’s business with no possible Workaround, meaning it affects more than 35% of the Users deployed on the system.

It also means a concrete security threat causing an imminent risk to the Customer’s or a User’s data integrity to lead to an unintended data disclosure.

This means that the Customer’s business is severely disrupted. This is the case when a Primary Service (e.g. IMAP, POP3, SMTP, or the WebUI and depends on the supported components of the Joint Solution Environment) is performing below the defined Performance Threshold or cannot be used by more than 10% of the provisioned Users on the system. A major functionality (e.g. search function, the ability of users to create new contacts), or a Secondary Service (e.g. Provisioning API, CalDAV, CardDAV, OX Documents and depends on the supported components of the Joint Solution Environment) cannot be used by more than 35% of the Users.

Shall mean Incidents, which involve partial loss of non-critical functionality, one that impairs many operations, but allows the Customer to continue to operate. It also means issues occurring in a Staging Environment that would normally cause a Severity 1 or Severity 2 Incident to the Production Environment.

Shall mean general usage questions, recommendations for product enhancements or modifications, documentation, translation errors and all other issues not qualify for a Severity defined above.

Security Patch Release

OX takes security related topics very seriously. In order to provide customers, and their users, a safe and reliable working environment, security vulnerabilities are handled with a high priority and are covered by an optimized delivery process. We believe that security issues must be communicated openly, while at the same time protecting customers that may be affected by that issue.

To provide input to the software security community we publish all security issues. This is done once the issue has been identified, a Patch Release has been provided to our customers, and they have had sufficient time to respond and roll out the Patch Release.

It is for this reason that we have chosen a hybrid model of responsible-disclosure, and full-disclosure, when announcing vulnerabilities. OX is very eager to get feedback from the security community about unknown issues. We are committed to resolve them quickly without bureaucracy or hassle. Vulnerabilities are discussed within OX, prior to providing a Security Patch Release. This ensures that customers can request deployment information from their Support or Services contacts.

When vulnerabilities are discovered, either internally at Open-Xchange or externally, they first get evaluated. We use industry standard metrics such as CVSS (Common Vulnerability Scoring System), CWE (Common Weakness Enumeration) and get identified by CVE-IDs (Common Vulnerability and Exposures). This information is then made available through Patch Release Notes, once the vulnerability has been solved.

The Release Notes do not contain specific information about the vulnerability. This makes sure that customers are protected until public disclosure is attained.

Public disclosure is achieved by using the “full-disclosure” Mailing List. The posts contain detailed information about the vulnerability as well as a history of the vulnerabilities discovery process. These postings can be used to map CVE-Identifiers from the Release Notes with a detailed description of the vulnerability. The public announcement usually takes place within 5 to 10 business days after a Security Patch Release has been provided to all customers. To avoid exploitation of a known security issues, please make sure to update your systems to a Security Patch Release as quickly as possible.

Please note that Security Patch Releases are provided for Open-Xchange software versions that are supported at the time of vulnerability discovery.

Thinking about a support upgrade?

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Support Resources

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Self Service

Experiencing issues with your OX product? Check out our Support Knowledge Base for self service and basic trouble shooting.

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Commercial Support

Can’t solve your issue and need professional support?

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