Data Protection for Mendix
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      How to report a support ticket

      Between 09:00 - 17:00 CET

      • Non-urgent issues must be reported through the Appronto support portal. 
      • Urgent issues must be reported through both
        1. the Appronto support portal
        2. a phone call to +31-85-8000045. If the phone call is not received, the issue will not be handled with priority urgent.


      Between 17:00 - 09:00 CET


      How-to log a Mendix support ticket

      1. Goto https://support.appronto.nl
      2. Login into your account
      3. Click on "New Support Ticket"
      4. Enter the required fields of the ticket form. 
        • Requester: your email address
        • Product: Mendix (for Mendix applications) or Mendix Products (for Appronto modules from the Mendix Store)
        • Type: enter the issue type (change request, question, ...)
        • Subject: the subject of the issue
        • Application: the name of the Mendix application or Boomi component (integration process, API, workflow ,...)
        • Impact SLA: the impact of the issue on the business (low, medium, high)
        • Urgency SLA: how urgent is your issue? (low, medium, high)
        • Priority customer: the priority of the issue according to you, the customer (low, medium, high, urgent)
        • Description: a detailed description of the issue including error messages and screenshots

      The priority of an issue

      The priority of a call is determined based on two factors, the impact and urgency.

      Impact

      • High: an issue in the production environment of a Mendix application that has a large impact on the business of the Customer and where (almost) all users suffer from.
      • Medium: an issue in the production environment of a Mendix application that impacts on the business of the client and where a group of users suffer.
      • Low: A trivial issue in the production environment of a Mendix application with no direct impact on the business of the Customer.

      Urgency

      • High: the operational functionality of the Mendix application is severely disrupted.
      • Medium: the operational functionality of the Mendix application is partially disrupted.
      • Low: the operational functionality of the Mendix application is (almost) not disturbed.

      Priorities

      Example: if the impact of an issue is "high" and the urgency is "high", the priority of an issue is "urgent".