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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.

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