Dynamicweb Care

Dynamicweb Care provides support and services to Dynamicweb partners and is a single-point-of-contact for all requests in relation to operating solutions. 

All support and change incidents are to be submitted to Dynamicweb Care by certified partners, via the following email address: care@dynamicweb.dk 

Dynamicweb Care is open during business hours (Monday through Friday 8:30 to 16:30 CET) on weekdays phone +45 70 25 20 92. 
Care is closed on national days, Christmas Eve (24 December) and New Year’s Eve (31 December). 

In case of an emergency that occurs outside of our opening hours, Cloud Operations may be contacted directly by calling +45 70 25 20 95. 

When contacting Dynamicweb Care by email, you will file a ticket in Care's ticket system. Please remember to:

  • Submit only one problem, question, or request per support ticket
  • Describe your problem or request clearly
  • Describe how to reproduce your problem, including attaching a screen dump
  • Tell us of any recent changes which have been made to the solution
  • Include a username and password, if the page is requiring us to login, or if a user login is necessary to reproduce the problem
  • Tell us how business critical the problem is and why - this ensures that your case will be prioritized correctly

Dynamicweb Care is the entry to Dynamicweb for all support, service requests or technical assistance, for example in relation to implementation of custom modules and templates, development on API´s, integrations outside standard setup, debugging custom code or templates.

Please note that some assistance and services from Care is based upon time and material. 

Alternatively, certified partners may make use of Dynamicweb Developer Forum which is an active portal for our Developer Community. In case of technical questions or in case of bug reporting, please feel free to post a request at our Developer Forum platform.  

Link to forum

Support and services overview


Product

Support for the latest 2 released branches of Dynamicweb (e.g. 9.12 and 9.13)

Integration


Front-end

Support for latest SWIFT with bug fix in next release

Service request


Standard Support

(included in license)

  • Use of backend functionality
  • Best practice setup of Dynamicweb
  • Standard implementation
  • Dynamicweb templates
  • Standard integration
  • Batch/live job configuration
  • Scheduled tasks
  • Import/export data
  • Release and management
  • Best practices
  • General frontend support
  • General questions / Forum
  • Documentation
  • Demo solutions
  • Access to Dynamicweb systems

Assistance

(delivered as time and material) Also standard support from non-certified partner will be invoiced.

  • Support of older versions
  • Custom code investigation
  • Corrupt data
  • Custom functionality
  • Custom upgrades
  • Implementation assistance
  • Online training
  • Debugging connection issues
  • Connector service Plugin
  • Investigate bad data
  • Setup and installation
  • Troubleshooting
  • ERP installation for MS Dynamics
  • Custom bug fixing
  • Custom templates
  • Version upgrade
  • Frontend implementing assistance
  • Investigations and bug fixing on custom implementations
  • SSL Certificate
  • External solution setup
  • Customer Data restore
  • DW Upgrade 9.x -> newest
  • Performance debugging Solution optimization
  • Load test

Forum

  • Bug and feature requests
  • Bug and feature requests
  • Bug reporting
  • Bug investigation
  • Feature requests