Stefna's service promise gives customers an idea of what to expect from Stefna, on the one hand regarding response time and access to the service, and on the other hand regarding reliability and security.

• Interface: We listen, provide advice, and take into account customer needs at all times.
• Response time: We respond to customers as quickly as possible, calling back the same day if requested.
• The standard is that customers always receive a response to their requests within the same day, but no later than the next business day. If a request is received after 2:00 PM, a response can be expected the next business day.

Issue Resolution: We resolve issues professionally and provide regular updates on their progress.

Opening hours and response

The help desk responds to online chat, email, and work requests 9:00 AM - 4:00 PM every weekday, and phone service is open 9:00 AM - 12:00 PM on weekdays.

You can contact us via online chat, open a work order, send an email to hjalp@stefna.is or by calling 464-8700. Outside of normal working hours, there is an emergency call and an appropriate specialist will be called out to handle emergencies depending on the nature of the issue.

All serious incidents that affect the website's performance, appearance, or cause downtime are handled immediately. Other issues are escalated and handled based on severity and in consultation with the customer regarding an appropriate response time.

No costs are incurred for software defects or incidents caused by hardware in the hosting environment. This does not include interruptions in service or defects in third-party software that has been connected to the website. Defects that occur due to upgrades to infrastructure and modules at later stages are assessed on a case-by-case basis according to their scope and nature, in consultation with the customer.

Access to the help desk

Access to the help desk is included in the subscription to the system. The following services are included:

• Support for independent responses in content processing by project buyers to enhance knowledge of the content management system.
• Pricing for add-ons and advice on them.
• Inquiries about bills and fees.

If you request training, content insertion or advice regarding search engine optimization, user testing or marketing consulting, this will be charged according to the price list. The help desk does not generally provide support or assistance for other software.

Teaching

Teaching is usually part of the project contract and plan at the beginning, additional teaching can be added as needed at later stages.

It is recommended that new users receive training on the system within a month of first logging in. It is common for 1-2 hours in 1-2 sessions to be sufficient to fully enable users to maintain the entire website. Training is provided via teleconferencing or at Stefna's offices in Kópavogur and Akureyri, or by arrangement at the client's premises, if possible.

Stefna's website has instructions and videos that support the use of the system, which are useful in the beginning and to review its functionality.

Tuition and content fees

Each hour of instruction: 14,900 ISK excluding VAT. Content insertion, each hour: 19,900 ISK excluding VAT.