Matrix42 Enterprise Customer Support

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Table of Contents

How to Contact Customer Support Contact Detail Support Portal Phone Email When Working With the Tickets What Information is Needed on the Ticket Ticket Creation – Always Required Use Our Extensive Knowledge Base First Prioritization Model – Impact × Urgency Impact – How Large is the Business Effect? Impact Levels Urgency – How Fast Must This Be Resolved? Urgency Levels Priority Calculation Critical Issues – Immediate Call Required Major Incident Process Other Useful Links

How to Contact Customer Support

When you may be facing an issue, our Support team is here to ensure you always feel supported.

This page explains how to contact our Customer Support, how to submit tickets effectively, and what to expect during the support process.

How to contact Customer Support

Contact Detail

Support Portal

Primary Contact Channel: support.matrix42.com

Use the Portal to:

Submit & track support tickets.
Check the possible Announcements (like Major Incidents).

The Portal is always the official entry point for support requests.

Phone

You can reach us at the following telephone number:

+49 69 667738 222 (German, English)
+33 1 73 21 84 54 (French)

If your issue is critical, please always:

Create a ticket in the Portal.
Call Support immediately.

Email

Feel free to send us email to: helpdesk@matrix42.com

When Working With the Tickets

If you use email, always reply to the email received from us: this ensures, that your comments will be added to the existing ticket.
Create one ticket per issue.
Add all relevant information to the ticket right from the beginning.

What Information is Needed on the Ticket

Impacted product.
Version number (if not in Cloud).
Test, Dev or Production environment.
Steps to re-produce the issue.
Impact (check section “Impact – How large is the business effect?”).
When did the issue start.
What possibly changed at that time frame? (new version, new configuration introduced, updates in the technical environment, etc.).

Ticket Creation – Always Required

Even if you call, a ticket a ticket is always required.

This ensures:

Proper tracking.
Correct prioritization.
Full visibility for all parties.
Ability to escalate when necessary.
Your first ticket acknowledgment is always written manually by a human — never automated.

Use Our Extensive Knowledge Base First

docs.matrix42.com

Our documentation contains a smart AI-driven search engine, designed to help you quickly find:

Troubleshooting guides.
How-to articles.
Technical documentation.
Best practices.

Using AI search first speeds up resolution and may prevent the need to open a ticket.

Prioritization Model – Impact × Urgency

We follow the official Matrix42 Support Service Description prioritization logic, where the priority is determined from:

Impact × Urgency = Priority

Impact – How Large is the Business Effect?

Please describe:

How many users are affected.
Which business processes are impacted.
What is not working.
When it last worked.
Whether a workaround exists.

Impact Levels

Impact Level	Description
Critical	The issue affects the entire organization, or a business-critical service is unavailable. No work-around available.
High	The issue affects a large group of users, or a key business function is degraded.
Medium	The issue affects a limited number of users or a non-critical function.
Low	The issue has minimal impact, affects individual users, or has a simple workaround.

Urgency – How Fast Must This Be Resolved?

Describe:

Are deadlines or business-critical activities blocked?
Is the process time-sensitive?
Are financial, operational, or compliance risks involved?
Is a workaround available?

Urgency Levels

Impact Level	Description
Critical	Immediate resolution is needed to avoid major disruption or serious consequences.
High	Needs to be addressed quickly to minimize impact on users or operations.
Medium	Resolution is important but can wait until higher-priority issues are handled.
Low	The issue is not time-sensitive and can be scheduled as part of routine work.

Priority Calculation

Once you provide impact and urgency, Support assigns the proper priority based on the Matrix42 Impact × Urgency Matrix.

This ensures consistent handling across all customers.

If impact changes during the lifecycle — you must inform Support immediately.

Critical Issues – Immediate Call Required

A Critical (P1) issue includes:

Complete service outage.
Blocked business-critical processes.
Financial or legal deadlines at risk.

For these cases:

Create a Portal ticket.
Then call Support immediately.

Major Incident Process

Matrix42 follows a structured Major Incident Process:

If a Major Incident is identified, it is immediately published in the Portal.
Updates are provided there.
Resolution progress and communication follow a strict escalation flow.