Our support deliberately runs through two clear channels: email and ticket. No hotline we could not staff permanently – and no deadline we would break while on holiday. Instead, security updates until 31 December 2032.
Write to us at support@ordivis.eu. Please include your organisation, the module affected and – if possible – screenshots.
As a customer you raise requests directly in your own Ordivis Platform – with a journal, status tracking and an SLA clock. That way every case stays traceable.
Many questions are answered by the documentation: user, admin and operations manuals plus one manual per module – as searchable PDFs.
We name only what we genuinely keep. Grams IT is a sole proprietorship without an on-call service – as standard we therefore do not commit to fixed deadlines. What we do stand behind is set out in the SLA.
| Service | What we commit to |
|---|---|
| Maintenance and updates | regularly, through the update service |
| Security updates | free of charge until 31 December 2032 |
| Handling of reports | best effort, critical ones first |
| Fixed response times | available separately and for a fee |
We announce longer absences in advance. How to report vulnerabilities, and which information we provide under the Cyber Resilience Act, is set out under Product security. While Ordivis Platform is in pilot operation – that is, until general availability on 1 January 2027 – we agree support individually with our pilot customers.
26 manuals as PDF – from the portal user manual to the API reference, updated with every release.
Access to the latest setup file – via a URL and a password that we give to customers and pilot candidates personally.
The binding definition of response times, business hours and the scope of our support.
Write to us – or have your question shown to you directly in a demo by video call.