Service desk

Nelen & Schuurmans provide a Service Desk function via https://nelen-schuurmans.topdesk.net/, The Nelen & Schuurmans Self Service Portal shall be available 24/7. The Service Desk gives support on all Rana modules for Rana customers. Customers can reach telephonic support (Prio 1) on working days from 09:00 - 17:00 (CEST) excluding the days declared as Dutch public holiday close days.

Customers shall report incidents primarily via the Self Service Portal but may also do so via email: servicedesk@nelen-schuurmans.nl. This access should be used for, but not limited to: * new incidents * monitor service progress * account requests * malfunctions reports * query, problem and defect reporting * requests for general technical support * submission of enhancement/feature requests

All incidents relating to the Rana software with the exception of enhancement/feature requests are recorded and followed up at no additional cost.

When reporting an issue, please provide all information that is needed for the service desk to reproduce the issue, such as schematisation ID, Rana model ID, revision number, simulation ID, etc.

If you have an issue with generating Rana models or crashing simulations, please follow the Problem solving guide. If the problem persists despite following the recommendations in the Problem solving guide, please mention in your service desk ticket that you have already attempted these steps.

Priority incidents

The responsiveness of Nelen & Schuurmans is driven by the severity of an incident. All incidents within the agreement can be subdivided into priorities. There are three levels here. Each level is based on an urgency. The initiative for determining urgency lies primarily with the applicant. The levels are:

Prio 1 (high): Rana functionality is completely unavailable or inaccessible. The situation requires immediate attention. The work and/or management processes are hindered or the importance to the Client is large with no workaround possible.
Prio 2 (medium): The work and/or control processes are hindered or the Client’s importance is large, but a workaround is possible.
Prio 3 (low): Not urgent. Rana is impaired, a single function is impacted but key business processes are not interrupted. The problem causes minimal operational or business impact, a general technical question or enhancement request.

Model specific questions

Beyond the scope are questions about schematisations or questions about the validity of Rana results, for which the customer can purchase an additional service. For more info the customer can contact the local Rana consultant or email to info@nelen-schuurmans.nl.