When creating a support request through our Service Desk, our Customer Support & Operations team will respond within the SLA detailed in the table below.
We aim to satisfy Customer Requests in the same business day and to guarantee a high Quality of Service. Thus, we will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond our control.
Our Customer Support & Operations team business hours are from 4am to 8pm GMT, Sunday through Friday (i.e. all week days except Saturday). Our Support Agents are constantly monitoring the Customer Portal and the support channels to respect the high priority of our customers, especially when it comes to critical incidents.
Clients can request support through one of the following channels:
Type of Request | Priority | Definition | First Time to response | Time to Work-around by Remote Access | Time to Final Resolution by Remote Access |
Incident / Bug / Question | Critical | Any Defect, error, bug or malfunction that causes a failure or imminent failure of the software installed at Client servers and or on-cloud | 2 Hours | 6 Hours | 2 Business Days |
High | Any Defect, error, bug or malfunction that causes significant system degradation, without causing Priority 1 (Critical) issue of the software installed at Client servers or on-cloud | 4 Hours | 8 Hours | 2 Business Days | |
Medium | Any Defect, error, bug or malfunction that affects the use of the Software but that is not: (a) a Priority 2 (High) request; (b) a Priority 1 (Critical) request; or (c) a single question functional or technical on the software installed at Client servers or on-cloud. | 6 Hours | 2 Business Days | 4 Business Days |