Support Ticket Response Guidelines

The following table is for the ticket response guidelines which apply during the UK working hours of 9 AM to 6 PM, Monday through Friday (weekdays only). Issues that occur outside UK working hours or on weekends will be supported during the next working business weekday. Issues that occur during UK holidays will be supported during the next working business weekday.

Priority Definition Initial Response Within Update Case Frequency Resolution/Downgrade or Resolution
Critical A critical issue causing total system outage or unusable application 1 Hour Every 3 Hours 24 Hours
High A major issue causing a significant impact to multiple users 4 Hours 1 Business Day 14 Days
Medium A minor issue causing minimal user impact 1 Business Day 3 Business Days 90 Days
Low Comment or general request 1 Business Day 5 Business Days N/A

 

Raise a Ticket

Before raising a ticket please ensure your issue does not already have a resolution in our Knowledgebase. To raise a ticket click the following link: