Employees of the eB2B HelpDesk take care to ensure the smooth functioning of our applications and are there to help all our clients regardless of the type of contract..

The following channels should be used in case of any technical queries:

1. e-mail to the administrator or eB2B office
2. By telephone (English only) between 08:00-18:00 on working days: +48 22 4905357, +48 22 4905365, +48 22 3783970, +48 22 3783971 or +48 22 428 19 28 and in urgent circumstances by text message +48 600 390 036

The eB2B consultant sets the priority of the call and advises the client of the foreseen resolution time. In case of a serious incident, the HelpDesk informs of the affected users. If the problem is local, we inform the client via telephone or e-mail.
All applications and their databases are automatically monitored and as a result, availability times can be easily reported and potential incidents can be minimised. Additionally, each query run on the application database which exceeds the expected time is analysed and optimised by our developers

eB2B HelpDesk work standards

• Resolution of critical errors in business hours (the system is completely inaccessible to users) does not exceed 30 mins.
• Resolution of critical functionality (the system is accessible to users, but critical functions are inaccessible) in business hours does not exceed 1 hour.
• Resolution of critical errors (the system is completely in accessible to users) outside of business hours does not exceed 3 hours.
• Resolution of critical functionality  the system is accessible to users, but critical functions are inaccessible) outside of business hours does not exceed 6 hours.
• Resolution of other functionality (the system is accessible to users and critical functionality is accessible to users) outside of business hours does not exceed 8 hours.

In case of data loss and the need to retrieve data from backup, we do so from the data centre within 2-3 hours work in accordance with the contact between eB2B and the data centre. We also have our own backups which is generated every 2 hours. Data recovery takes approx. 30 minutes.

eB2B applications are accessible 7 days a week between 06:00 – 22:00 with an accessibility rate of 99.7%, 24h/365 days a year. The average number of correctly resolved queries is around 99.8%. Technical support and service is free of charge during the contract period for all of our clients..