Help, the way you need it.
The ServiceCore support team stands beside you at every stage of your service operation. With a specialist engineering team and dedicated service management consultants, you gain the comfort of fast, local, expert support and the advantage of uninterrupted, continuous service. As a domestic vendor, ServiceCore pairs a strong development team with consultants who specialize in IT and enterprise service management to deliver rapid, comprehensive, one-to-one live support whenever you need it. Beyond our standard maintenance services, you can select the support package that best fits your needs from the tiers detailed below and enjoy the privilege of support tailored to your organization.
How to reach support
Email-to-Ticket — support@servicecore.app
Email your questions and incident details to support@servicecore.app, clearly describing the request. Every message automatically opens a support ticket, which our teams respond to within the response targets committed under your support package.
Self-Service Portal — support.servicecore.app
Through the support portal at support.servicecore.app you can track the status of your requests, the actions taken, notes recorded, and all correspondence in one place, giving you full visibility over the request lifecycle.
Phone Support — 444 CORE
Reach our service desk by calling the 444 CORE phone line to report questions and incidents directly to a support agent for immediate triage and logging.
Remote Desktop Support
Our engineers connect to your environment through secure remote desktop sessions to diagnose and resolve issues hands-on, accelerating problem resolution without on-site visits.
Knowledge Base & Documentation
Draw on ServiceCore's knowledge base, guides, training videos, and product documentation to find answers, follow how-to articles, and resolve common questions through self-service.
In-Product Support Form
Report issues directly from the support form in the product's Administration panel, so requests are captured in context without leaving ServiceCore.
Maintenance Services
Maintenance comprises the corrective and improving activities that fall under ServiceCore's responsibility and obligation. To keep a software maintenance subscription active, the customer must pay the annual software license rental fee or the annual software license maintenance fee. While the maintenance subscription remains active, the customer is entitled to benefit from all maintenance activities. a. Corrective activities: diagnosing and fixing defects discovered within the ServiceCore software. These may include changes and updates required to resolve known errors and restore normal service. b. Improving activities: software updates that keep the solution usable and capable of meeting evolving needs. These may introduce new features that enhance reliability, performance, and functionality. With the customer's consent, software updates provided under maintenance are deployed to the running product from ServiceCore's package repositories automatically and at no additional charge, through Continuous Delivery. Where this consent is not granted, manual installation of software updates by ServiceCore is handled as part of additional support services.
Additional Support Services
After the product goes live in the customer environment, the following activities fall outside the scope of maintenance, are covered under additional support services, and are subject to extra charges: • Development, customization, and integration work requested by the customer beyond the original project scope, where it is achievable within the product's configuration and customization capabilities. • Identifying and resolving issues that arise in the product's operation as a result of any change to the customer environment that was not communicated to ServiceCore. • Reflecting changes into the product and reconfiguring it after a change is made to upstream information sources such as Active Directory, the email server, or the database. • Training and questions related to the solution that are requested by the customer outside the original project scope. • Migrating the product to other environments, backup operations, and failover configuration. • Manual installation of product versions and packages where remote access is not granted. • Development of additional reports beyond those already included in the product. Proactive services such as periodic Health-Check reviews, product configuration management, a dedicated technician, application performance monitoring, and high-priority response are available within the higher support tiers to keep the service healthy and continuously improving.
Choose the annual support package that fits your organization — Silver, Gold, Platinum, or Mission Critical — with ticket allowances and coverage windows ranging from 5x8 business hours up to 7x24. Platinum and Mission Critical tiers add online instant-message support, error-log monitoring, high-priority response, a dedicated technician, and application performance monitoring.
Need a hand?
Open a ticket at info@servicecore.app, or reach the team directly — we'll get you the right answer fast.