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Welcome to Opsio Support Portal

Get help, find answers, or contact our support team.

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Cloud Services Issues

Troubleshoot cloud performance problems.

Troubleshooting

Find solutions for common technical issues.

Billing & Payments

Understand invoices, payment options, and refunds.

FAQs

The Opsio Helpdesk is available for support by phone, email, chat & ticket handling between 8:00-17:00 CET (UTC+1)

Please note that, being based out of Sweden, we observe daylight saving time. This means that in the summertime (~ End of March – End of October), the observed time zone is CEST (UTC+2).

If you need immediate assistance outside of these timings, please refer to our On-Call at +46 10 252 55 90. The On-Call should only be used for urgent matters & emergencies that impact your company's production.

Our ambition is always to put you through as fast as possible. Most of the time, our Helpdesk is able to receive your call and begin troubleshooting within a few minutes! However, we do not guarantee that the processing of your support request commences on the first contact.

Our agents may opt to contact you at a later time slot, after tending to your call and collecting information, based on the request urgency – this is to allow for rapid assessment of all incoming requests, and to maintain a shorter call/email/chat queue.

If you wish to avoid waiting in phone queue, you are welcome to use our chat function to connect with our team fast!

While you cannot schedule a definitive appointment, you can request a time slot that works for you when creating a ticket through our ticket form: https://support.opsio.se/?scrollTo=NewTicket

We always plan according to your request, in an attempt to connect and assist when it suits you best. However, we do not promise that we can fulfil your request every time, as the order of priority is governed by our service level agreement.

There are currently three methods of contacting the Opsio Helpdesk, with one additional coming soon.

As soon as your support ticket is received, our Helpdesk Team will start processing your request, using your description of the issue as guidance. It is important that you describe the issue to the best of your ability, to speed up the troubleshooting process and help determine the problem severity.

We appreciate that you reach out to us for assistance, and our ambition is always to resolve your ticket as soon as possible! Each ticket is evaluated according to ticket priority and problem impact.

In the event of a high workload and ticket flow, critical tickets will be handled with a higher priority than non-critical tickets – Tickets are not handled according to First In, First Out practices.

To keep you informed of the latest status, Helpdesk will communicate to you regularly through the ticket with updates & information, and may request for additional information from you during the troubleshooting process.

You will be able to track the progress of your support tickets by visiting https://support.opsio.se/my/tickets

The easiest way to reopen a closed support ticket is to visit https://support.opsio.se/?scrollTo=NewTicket and find the support request you wish to reopen in the list under Resolved Tickets.

Click on the ticket ID to open the ticket and scroll down to find the option called Reopen Ticket.

If you determine that your request is not given the appropriate priority and attention, you can request an escalation by reaching out via phone, at +46 10 252 55 20.

Escalation reasons may differ, but if you ever feel that the business impact has become greater over time than initially determined when the support ticket was created, feel free to reach out to request an escalation.

Your escalation request will be investigated and considered by the Helpdesk, after which you will receive more information and confirmation or refusal.

The easiest way to access information about a closed support ticket is to press your profile icon in the top-right corner of this support portal and select My Tickets. Alternatively, press the link to access this space: https://support.opsio.se/?scrollTo=NewTicket

You will then be able to find the support request listed under Resolved Tickets. Click on the ticket ID to open the ticket and access the communication logs and ticket status.