Support Hours

Find out when you can contact the glacom® team for help and how to handle emergencies.

How it works

You need support when you have to change a setting or solve a problem, for example if you need to change the opening hours of your shop in the system or update the price of a service.

Support is active on working days . For every request, you must open a ticket using the procedure described in ticket.

If you encounter a blocking problem, meaning a malfunction that totally prevents the use of glacom.AI services, on-call support is available even outside standard hours and on holidays.

What you need to do

1. Check if the problem is already explained in errors and corrections.
2. Open a ticket describing the problem.
3. Indicate if it is a blocking emergency to activate on-call support.

What glacom® does

The glacom® team analyzes your request and intervenes to solve the anomaly or update the configuration of your services. In case of critical problems outside hours, the on-call technician intervenes to restore operations.

Limits

Support is not instantaneous for non-blocking requests. Non-urgent changes are processed during working days. After-hours support is reserved exclusively for problems that block the entire service.

Frequent problems

• What happens if I write during the weekend? → You will receive a reply on the first useful working day, unless the problem is blocking.
• How do I know if a problem is blocking? → It is blocking if your customers can no longer interact with glacom.AI services.
• Can I call a technician directly? → No, you must always open a ticket to ensure traceability.

From the app

You can monitor the status of the services to understand if a problem is general or limited to your account.