{"id":16098,"date":"2025-03-13T09:24:00","date_gmt":"2025-03-13T08:24:00","guid":{"rendered":"https:\/\/dekode2023.stage.dekodes.no\/?p=16098"},"modified":"2025-03-12T09:28:53","modified_gmt":"2025-03-12T08:28:53","slug":"hvordan-vi-handterer-supporthenvendelser-i-dekode","status":"publish","type":"post","link":"https:\/\/dekode2023.stage.dekodes.no\/en\/blog\/2025\/03\/13\/hvordan-vi-handterer-supporthenvendelser-i-dekode\/","title":{"rendered":"Hvordan vi h\u00e5ndterer supporthenvendelser i Dekode"},"content":{"rendered":"<p class=\"t2-ingress wp-block-t2-ingress\">I Dekode er vi opptatt av \u00e5 tilby en effektiv supportprosess for kundene v\u00e5re. N\u00e5r du sender inn en supporthenvendelse til oss, \u00f8nsker vi \u00e5 sikre at du f\u00e5r hjelp s\u00e5 raskt og effektivt som mulig, samtidig som vi alltid jobber for \u00e5 l\u00f8se utfordringen din p\u00e5 en god m\u00e5te.<\/p>\n\n\t<div class=\"wp-block-dekode-post-info\">\n\t\t<div class=\"post-info__meta\">\n\t\t\t<div class=\"post-info__author\">\n\t\t\t\t<img alt='' src='https:\/\/dekode2023.stage.dekodes.no\/content\/uploads\/sites\/2\/2023\/10\/Morten-Mouritzen-150x150.jpg' class='avatar avatar-96 photo' height='96' width='96' \/>\t\t\t\tMorten Mouritzen\t\t\t<\/div>\n\t\t\t<div class=\"post-info__date\">\n\t\t\t\t<span class=\"screen-reader-text\">Posted on <\/span>\n\t\t\t\t<time datetime=\"2025-03-13T09:24:00+01:00\">13. mars 2025<\/time>\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"post-info__terms\">\n\t\t\t<a href=\"https:\/\/dekode2023.stage.dekodes.no\/en\/blog\/category\/nyheter\/\" rel=\"tag\">Nyheter<\/a>\t\t<\/div>\n\t<\/div>\n\t\n\n<figure class=\"alignwide wp-block-post-featured-image\"><img loading=\"lazy\" decoding=\"async\" width=\"729\" height=\"563\" src=\"https:\/\/dekode2023.stage.dekodes.no\/content\/uploads\/sites\/2\/2025\/03\/Support.jpg\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"\" style=\"object-fit:cover;\" srcset=\"https:\/\/dekode2023.stage.dekodes.no\/content\/uploads\/sites\/2\/2025\/03\/Support.jpg 729w, https:\/\/dekode2023.stage.dekodes.no\/content\/uploads\/sites\/2\/2025\/03\/Support-300x232.jpg 300w\" sizes=\"auto, (max-width: 729px) 100vw, 729px\" \/><\/figure>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-slik-behandler-vi-din-henvendelse-nbsp\">Slik behandler vi din henvendelse&nbsp;<\/h2>\n\n\n\n<p>N\u00e5r du tar kontakt med oss p\u00e5 support@dekode.no, f\u00f8lger vi en fast prosess for \u00e5 h\u00e5ndtere foresp\u00f8rselen din:&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\" start=\"1\">\n<li><strong>Vurdering av supporthenvendelse:\u00a0<\/strong>\u00a0<\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li>V\u00e5rt Customer Success-team mottar din henvendelse og gjennomg\u00e5r den i henhold til din avtale.\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Om henvendelsen din gjelder brukerst\u00f8tte vil den f\u00f8lges opp s\u00e5 snart vi har kapasitet.\u00a0\u00a0<\/li>\n<\/ul>\n\n\n\n<p>Noen ganger vil vi sende deg noen oppf\u00f8lgingssp\u00f8rsm\u00e5l f\u00f8r vi l\u00f8ser henvendelsen din. Dette er for \u00e5 sikre at vi har forst\u00e5tt oppgaven riktig og sikre at vi har all informasjon vi trenger f\u00f8r vi eventuelt involverer utvikler.&nbsp;&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\" start=\"2\">\n<li><strong>Gjennomf\u00f8ring i testmilj\u00f8<\/strong>\u00a0<\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Vi jobber alltid i et testmilj\u00f8 f\u00f8rst for \u00e5 sikre at endringene fungerer som de skal uten \u00e5 p\u00e5virke nettstedets drift.\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>N\u00e5r oppgaven er utf\u00f8rt, gir vi deg beskjed slik at du kan teste l\u00f8sningen.\u00a0<\/li>\n<\/ul>\n\n\n\n<ol class=\"wp-block-list\" start=\"3\">\n<li><strong>Godkjenning og publisering<\/strong>\u00a0<\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li>N\u00e5r du har testet og godkjent endringene, publiserer vi dem til live-milj\u00f8et.\u00a0<\/li>\n<\/ul>\n\n\n\n<ol class=\"wp-block-list\" start=\"4\">\n<li><strong>Fakturering\u00a0<\/strong>\u00a0<\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Dersom oppgaven ansl\u00e5s \u00e5 ta <strong>under 4 timer<\/strong>, starter vi arbeidet s\u00e5 snart vi har kapasitet uten \u00e5 sende et prisoverslag.\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>For st\u00f8rre oppgaver som forventes \u00e5 ta mer enn 4 timer, sender vi deg et estimat for godkjenning f\u00f8r vi setter i gang.\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Tid brukt p\u00e5 supporthenvendelser faktureres per p\u00e5begynte halve time.\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-tips-for-a-fa-rask-og-effektiv-hjelp-nbsp\">Tips for \u00e5 f\u00e5 rask og effektiv hjelp&nbsp;<\/h2>\n\n\n\n<p>For \u00e5 sikre at vi kan hjelpe deg s\u00e5 raskt som mulig, anbefaler vi at du gir oss s\u00e5 konkret informasjon som mulig. Da kan vi fokusere p\u00e5 \u00e5 bruke tid p\u00e5 \u00e5 l\u00f8se oppgave, i stedet for \u00e5 lete etter problemet, for s\u00e5 \u00e5 l\u00f8se oppgaven.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Beskriv gjerne:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Din opplevelse av problemet eller oppgaven\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Eventuelle skjermbilder eller eksempler\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Lenke til siden som har problemet\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Skriv gjerne ogs\u00e5 noe om det haster eller kan vente\u00a0<\/li>\n<\/ul>\n\n\n\n<p>N\u00e5r vi mottar henvendelsen din, registrerer vi den med f\u00f8lgende informasjon:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Kontaktperson\u00a0\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Tidspunkt for innsendelse\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Unikt saksnummer\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Beskrivelse av saken\u00a0<\/li>\n<\/ul>\n\n\n\n<p>\u00c5pningstider og kontaktinformasjon&nbsp;<\/p>\n\n\n\n<p>V\u00e5rt Customer Success-team er tilgjengelig for support alle hverdager mellom kl. <strong>09:00 og 16:00<\/strong>. Dersom du trenger rask assistanse, kan du ogs\u00e5 n\u00e5 oss p\u00e5 telefon <strong>467 00 845<\/strong> mellom kl. <strong>08:00 og 16:00 <\/strong>i ukedagene.&nbsp;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-driftsvakt-nbsp-nbsp\">Driftsvakt&nbsp;&nbsp;<\/h2>\n\n\n\n<p>Vi overv\u00e5ker nettl\u00f8sningen din 24 timer timer i d\u00f8gnet, \u00e5ret rundt. Dette er inkludert i alle v\u00e5re drift- og forvaltningsavtaler. Om det oppst\u00e5r tekniske problemer som gj\u00f8r at nettstedet er helt eller delvis utilgjengelig for bes\u00f8kende, blir Dekode varslet og sette umiddelbart i gang med feils\u00f8king. Det er ikke et eget telefonnummer du trenger \u00e5 ringe da vi blir varslet via v\u00e5re systemer. Dersom problemet medf\u00f8rer vedvarende nedetid vil dere bli l\u00f8pende oppdatert via e-post.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-responstider-nbsp\">Responstider&nbsp;<\/h2>\n\n\n\n<p><strong>Niv\u00e5 A<\/strong> \u2013 Kritiske feil\u00a0\u00a0<\/p>\n\n\n\n<p>Dette inneb\u00e6rer at hele eller vesentlige deler av driftstjenesten er nede. Om du opplever dette anbefaler vi \u00e5 sende inn en supportticket og samtidig ringe oss. Vi vil v\u00e6re p\u00e5 saken s\u00e5 raskt som overhodet mulig og senest i l\u00f8pet av 2 timer. Om det skjer utenfor arbeidstid, <strong>se avsnitt om driftsvakt.&nbsp;<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Niv\u00e5 B<\/strong> \u2013 Alvorlig feil\u00a0<\/p>\n\n\n\n<p>Enkelte kritiske funksjoner virker ikke, eller fungerer med vesentlig d\u00e5rligere responstid enn normalt. Om dette skulle skje vil vi ogs\u00e5 gj\u00f8re v\u00e5rt beste for \u00e5 hjelpe deg s\u00e5 snart som mulig og senest i l\u00f8pet av 1 arbeidsdag.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Ved \u00e5 f\u00f8lge disse rutinene kan vi h\u00e5ndtere henvendelser p\u00e5 en strukturert og effektiv m\u00e5te, og gi deg den beste mulige hjelpen. Vi er opptatt av \u00e5 gi deg rask og effektiv support, samtidig som vi sikrer at l\u00f8sningene vi leverer er grundige og gjennomtenkte.&nbsp;<\/p>\n\n\n\n<p>For \u00e5 f\u00e5 raskest mulig hjelp, anbefaler vi at du gir oss s\u00e5 mye relevant informasjon som mulig n\u00e5r du kontakter oss. Skulle det oppst\u00e5 akutte problemer, kan du alltid n\u00e5 oss i arbeidstiden, og v\u00e5re overv\u00e5kingssystemer s\u00f8rger for at kritiske feil blir h\u00e5ndtert umiddelbart.&nbsp;<\/p>\n\n\n\n<p>Vi setter pris p\u00e5 tilliten du viser oss og ser frem til \u00e5 hjelpe deg med dine supportbehov!&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Slik behandler vi din henvendelse&nbsp; N\u00e5r du tar kontakt med oss p\u00e5 support@dekode.no, f\u00f8lger vi en fast prosess for \u00e5 h\u00e5ndtere foresp\u00f8rselen din:&nbsp; Noen ganger vil vi sende deg noen oppf\u00f8lgingssp\u00f8rsm\u00e5l f\u00f8r vi l\u00f8ser henvendelsen din. Dette er for \u00e5 sikre at vi har forst\u00e5tt oppgaven riktig og sikre at vi har all informasjon vi [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":16100,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"t2_featured_media_focal_point":{"x":0.5,"y":0.5},"footnotes":""},"categories":[1],"tags":[],"class_list":["post-16098","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nyheter"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Hvordan vi h\u00e5ndterer supporthenvendelser i Dekode - Dekode EN<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/dekode2023.stage.dekodes.no\/en\/blog\/2025\/03\/13\/hvordan-vi-handterer-supporthenvendelser-i-dekode\/\" \/>\n<meta property=\"og:locale\" content=\"nb_NO\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hvordan vi h\u00e5ndterer supporthenvendelser i Dekode\" \/>\n<meta property=\"og:description\" content=\"Slik behandler vi din henvendelse&nbsp; N\u00e5r du tar kontakt med oss p\u00e5 support@dekode.no, f\u00f8lger vi en fast prosess for \u00e5 h\u00e5ndtere foresp\u00f8rselen din:&nbsp; Noen ganger vil vi sende deg noen oppf\u00f8lgingssp\u00f8rsm\u00e5l f\u00f8r vi l\u00f8ser henvendelsen din. 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