FAQ
What is SrvPelikan?
SrvPelikan stands for Server Pelikan, this is a dedicated server based in Germany (Frankfurt) that is managed by ůn študio ën plūs since Jan 04 2021 under the administration of Pelikan Group.
What is the website maintenance ticketing system?
It is a resource intended to provide the internal customers of Pelikan Group with the means to request support related to its web platforms in an organized, focused and efficient way while keeping a record of every interaction.
What is covered by your website maintenance services?
Our Website Maintenance services cover areas such as Server and web maintenance, updating appearance and content, new functionality requests, API integration, form creation, additional web pages, etcetera.
How do I get access to the system?
You can find a registration button at the login page. Please fill-up the form. If you are authorized as a Client by Pelikan's Brand Manager, we'll email you informing you about your account activation.
Where can I find the user guide?
You can find a download link at the bottom of the system pages, besides the copyright acknowledgement.
What are your support hours?
Our business hours are 8 am to 6 pm CST (GMT -6:00) Monday to Friday. We'll respond to any support ticket filed outside of these hours the next business day. In case of emergencies (Urgent priority) like website downtime and hacked websites, we will strive to respond within the next eight natural hours.
What is Turn Around Time (TAT)?
TAT is the agreed time to resolve a request according to the priority selected. Urgent: eight natural hours; High: two working days; Normal: five to ten working days; Low: 11 to 20 working days. There might be instances when the established TAT does not apply due to unforeseen circumstances or technical difficulties. In those rare occasions, your agent will contact you to explain the reason for the delay and the expected TAT.
What are natural hours?
It is the time measured from midnight to midnight (GMT -6:00)
How are tickets assigned to an agent?
The correct selection of category and priority fields, help us match the request to the right support agent that can sort it out without difficulties.
I have a request that does not match any of system categories. I do not know if my request classifies under these categories.
You may send us a message with the details of your request we'll provide you with guidance or open the ticket for you if possible.
I have not received my user credentials.
It could be that your access has not been authorized. Please send us a message we'll review your status and get back to you as soon as possible.
The system notifications are not working. There is an issue with the ticketing system.
Please send us a message detailing the problem. We'll contact you as soon as possible.