> ## Documentation index
> Fetch the complete documentation index at: https://docs.odysseysignal.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support service levels

> Specification of the service levels for our general support

Version 1 · Effective 26 August 2025

This document outlines the general support coverage provided by Odyssey. We categorize inquiries into three main areas: _technical and security issues_, _data quality concerns_, and _user support inquiries_.

## General support hours and contact channels

|  |  |
| --- | --- |
| Support hours | Monday through Friday (excluding bank holidays in Sweden)<br>09:00 - 17: 00 CET / CEST. |
| Contact Channels | Chat, Email or Portal<br>Inquiries should be submitted through the chat interface within our services, via email to support(at)odyssey.se, or through the customer portal located in the help center at https://cs.odyssey.se/support. |

## Technical & security support coverage

Coverage for inquiries related to technical issues where Odyssey services are not functioning as intended or expected, as well as those concerning security matters.

|  |  |
| --- | --- |
| Coverage, type of issues | Technical support inquiries where features of the Service, parts of the Service or the full Service cannot be used as attended due to technical issues or cases concerning security problems. |
| Response times | 24 hours to first respons. (usually faster)<br>4 hours (issues classified with severity (1) "Critical")<br>Odyssey aim to respond to inquiries within 24 hours of receipt. However, if an inquiry is submitted over the weekend or during a bank holiday in Sweden, the response time will be started on the next business day. Please note that the time required to resolve an issue following the initial response may vary based on its complexity and severity (1). Odyssey aim to resolve all technical or security inquires very swiftly. |

## Data quality issues support coverage

Coverage for inquiries of data quality matters. At Odyssey quality of data is at our core, we take data quality issues very seriously. Therefor all inquiries around data quality are always treated with severity (1) classification "**Important**" until investigated.

|  |  |
| --- | --- |
| Coverage, type of issues | Questions on how to use our services, how the services and features works. Suggestions of improvements, feedback or similar. All other inquiries. |
| Response times | 24 hours to first respons. (often faster than that)<br>Odyssey aim to respond to inquiries within 24 hours of receipt. However, if an inquiry is submitted over the weekend or during a bank holiday in Sweden, the response time will be started on the next business day. Please note that the time required to resolve an issue following the initial response may vary based on its complexity. Odyssey aim to resolve all inquires swiftly. |

## Usage support coverage

Coverage for inquiries of non technical matters, like usage support of our services, improvement suggestions, feedback or any other inquiry.

|  |  |
| --- | --- |
| Coverage, type of issues | Questions on how to use our services, how the services and features works. Suggestions of improvements, feedback or similar. All other inquiries. |
| Response times | 48 hour goal to first respons. (often faster than that)<br>Odyssey aim to respond to inquiries within 48 hours of receipt. However, if an inquiry is submitted over the weekend or during a bank holiday in Sweden, the response time will be started on the next business day. Please note that the time required to resolve an issue following the initial response may vary based on its complexity. Odyssey aim to resolve all inquires swiftly. |

## (1) Severity Classification

Odyssey internally classify all inquiries and issues with a "severity" classification. This classification helps prioritize and allocate resources effectively to resolve issues in a timely manner according to response times and support coverage.

Support inquiries are categorized into four (4) severity levels to ensure efficient issue resolution.  
Generally security issues or inquiries requires our most immediate attention and are always classified to critical until investigated.

|  |  |
| --- | --- |
| Critical | System-wide failure or major functionality loss affecting all users with no workaround available. Requires immediate attention. |
| Important | Significant impact on functionality, affecting multiple users, but a workaround may exist. Needs prompt resolution. |
| Moderate | Partial loss of functionality or minor inconvenience, affecting a limited number of users. Resolution is important but not urgent. |
| Notice | General inquiries, minor issues, or feature requests that do not impact functionality. Addressed as per standard response times. |