Your request goes straight to the team that knows your operation
You talk directly to the team that knows your setup; there is no call center or ticket queue number. Every incident is handled with a P1–P4 priority and every step is recorded. We are by your side after go-live as well.
On every channel, a team that knows you is on the other side
Channels are for recording and tracking your request, not a waiting queue. You describe your problem and the relevant person deals with you directly.
Close attention
We take close care of every customer; we know your operation, your setup and your team.
You do not wait in a queue
Your request reaches the relevant person directly and is handled according to its priority class.
Follow-up until resolved
The request is recorded. The team follows it until the resolution is verified with you.
Phone (P1 incidents)
When the system is completely down or the whole operation is affected, the phone line comes into play. When you open a P1 in the portal, the on-call team calls you.
P1 · on-call teamSupport Portal
The portal is your shared ledger. You track your request, correspondence and status from one place. When a request is opened, the team contacts you directly.
P1–P4 · request trackingYou can write by e-mail for non-critical questions, configuration and enhancement requests. Your message is recorded in the portal.
P3–P4 · documentationEvery incident is resolved with the priority that fits its impact
Every request is given a priority between P1 and P4. The priority is set by the incident's impact on operations and the number of users affected.
- P1: The system is completely down or the whole operation is affected. The on-call team steps in immediately.
- P2: A critical function is broken and there is no workaround. A senior engineer is assigned.
- P3: A function partly does not work, a workaround exists. Resolved in the standard flow.
- P4: A question, enhancement request or documentation request. Answered as planned.
- If the priority was chosen wrongly, the team corrects it and informs you.
SCHEMATIC — priority board (conceptual representation, sample data)
The answer to many problems is in the documentation
Before opening a request, take a look at the knowledge base, documentation and integration guides.
Technical reference and integration guides
Module setup guides, API endpoint documentation, webhook configuration and data schema references. Your software team finds the technical information it needs here.
Common issues and step-by-step solutions
Configuration questions, explanations of error messages and step-by-step resolution guides. Every resolved incident is added to the knowledge base.
Platform concepts and security policies
Explains HaROS terms, module concepts and data security policies. You can also refer to it in audit and compliance processes.
You see every step from the moment a request is opened to the resolution
Every stage is recorded and you are informed at every step.
Request Record
Every request that comes in by portal, e-mail or phone is recorded. You receive a request number and an acknowledgement.
Prioritization
The team evaluates the incident and its impact on operations and sets the P1–P4 priority. If the priority changes, it informs you.
Resolution and Escalation
The support team resolves standard requests. P1 and P2 incidents go to a senior engineer; if needed, the product team and a manager step in.
Closure and Root Cause Analysis
We close the request after verifying the resolution with you. We prepare a root cause analysis for critical incidents and add recurring issues to the knowledge base.
Frequently asked questions
Will I wait in a queue after opening a request?
No. Your request reaches the team that knows your operation directly. Requests are recorded for tracking, but you do not wait in a queue. The relevant person contacts you and follows the request until the resolution is verified with you.
How do I report a P1 incident?
When opening a new request in the portal, select P1 as the priority and describe the incident; the team is notified instantly. You can also report a P1 by phone, but the primary channel is the portal. Select P1 if the system is completely down or the whole operation is affected. If you are not sure, still open a P1; the team corrects the priority if needed.
How do I know when an incident is considered "resolved"?
Before closing a request, the team verifies the resolution with you. Where it can be tested, the request is not closed without your approval. If you are not satisfied with the resolution, you can reopen the same request or ask for an escalation.
Which modules does the support scope include?
All HaROS modules you use (WMS, OMS, PIM, TMS, Fulfillment, Planning) are within the support scope. We resolve third-party integration issues together with the company concerned. For the integration list, see the Integrations page.
Is there a separate channel for reporting security vulnerabilities?
Yes. You can report security findings in the portal with a "security" tag. Security incidents are handled in a separate, confidential flow. Before any public disclosure, we follow a coordinated disclosure process.
Can I get support for custom integration issues?
Yes. For integrations you build with the HaROS REST API and webhook infrastructure, you can open a technical support request in the portal. Standard guides are on the Integrations page, and basic concepts in the Glossary.
How can we help?
Reach out for a support request, the right channel or the post-go-live process.
Request a demo