UK +443333444015 | USA +12025999602 [email protected]

Support : Your success is our priority

Log a new support ticket and we’ll respond in line with your SLA.

Standard SLA

This is the standard support SLA used for Outside In applications with our customers.

It offers:

  • One working day response (24 hours)
  • Working hours 830-530, Monday to Friday, Excluding Bank Holidays
  • Daily updates to ticket originator via the ticketing system
  • Target resolution time within 5 working days. We aim to resolve issues as soon as possible and ideally inside 5 days. We stop the clock in relation to the SLA when we make this fix available to customer (or pushed to customer’s org if approval given).

 

Enhanced SLA

The Enhanced SLA offers a priority track for issue resolution, more stringent resolution target and a service credit scheme.

It offers:

  • Four working hour response with priority status in the support queue
  • Extended working hours of 0700-2200, 7 days, 365 days/year (tickets can be logged 24 hours but SLA measurement is to these hours)
  • Ticket updates every 4 working hours
  • Target resolution time of 3 working days. We aim to fix the issue inside 3 days and make any fix available to customer (or pushed to customer’s org if approval given) in this timeframe.
Do NOT follow this link or you will be banned from the site!

Pin It on Pinterest