Norce support

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Business-critical disruptions or other major operational issues

In case of business-critical issues outside of regular business hours, please email oncall@norce.io Mon - Fri 17.00 - 24.00 and 06.00 - 08.00 CET also holidays 06.00 - 24.00 CET. Please include as much details as possible related to your issue, and we will contact you, as quickly as possible.

PLEASE NOTE: If the matter is not critical (e. g., common support questions, questions regarding functionality, etc.); any eventual technical support carried out by this service will (still) be charged in accordance with our current emergency services compensation guidelines.

Business-critical errors and problems

A business-critical outage is characterized by the fact that customers in your shop for some reason cannot shop.

Examples of this may be:

  • One or more payment services do not work
  • Products cannot be put in the shopping cart
  • An order cannot be completed
  • The online store does not respond

Please ensure that the problem you experience is not local by:

  • Empty the cache in your browser
  • Test other websites
  • Test in other browsers
  • Test on another computer if possible

If you have been informed by a customer of an error, you as the owner of the online store must first verify the error before contacting the hotline!

Other, non-business critical, errors/disturbances will not be addressed but handled by Norce Product Support on regular working hours (Mon-Fri 08-17). If we are still to be asked for help, we will give you a proposal for time. You will then be charged with the current hourly rate for the time spent. Minimum charge is one hour.

Scenarios where Norce´s critical support services can NOT assist you:

  • Non-business-critical issues that prevent you from managing your webshop Examples of these may be that you cannot add, change, or delete:
  1. Products
  2. Categories
  3. Pages
  4. News
  5. Offers
  6. Photos
  • Product order tasks; such as: the import or export of data
  • Tasks that can be executed in the Admin interface
  • Other questions; or assistance with (for example) campaigns, order management, or general settings
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Do you want to accelerate your digital commerce?

Norce empowers companies with advanced needs to accelerate their digital business. We do this by providing powerful composable, headless and True SaaS commerce.

Powered by industry-leading technology, strategic partnerships and continuous innovation, we create the tools and strategies needed to fully take advantage of tomorrow's commercial landscape.