Telephone Support: Available 9:00 AM – 5:00 PM, Monday – Friday. Outside of office hours, you will need to contact us by email. Best efforts will be made to respond urgently, but prompt response is not guaranteed for after-hours calls.
Email Support: Monitored 9:00 AM – 5:00 PM, Monday – Sunday. Emails received outside office hours will be collected the next working day.
Response Times:
- High priority issues: Within two (2) hours during business hours
- Medium priority issues: Within forty-eight (48) business hours
- Low priority issues: Within 5 working days
Remote Assistance: Provided in line with the above timescales, depending on issue priority.
Requests Supported:
- Content changes/updates to existing pages
- Minor text or image edits
- Bug fixes for approved features
- Assistance with supported technologies
- Password resets or account changes
- Questions about existing features
- Guidance using the platform or system
- Reporting problems like downtime or errors
- Basic how-to and configuration assistance
- Feedback collection
Requests Unsupported:
- Major new features, pages, or components
- Custom development work
- Intensive data analysis or reporting
- Assistance using unsupported programs or systems
- Specialised training
- Recovering lost data outside backups
- Support for outdated versions/releases
- Modification of core software features
- Legal, financial or strategic business advice
- Configuration not related to our services
Escalation Process
- Issues are submitted per our defined process – email, support portal, etc.
- Our team will acknowledge receipt based on SLA policy.
- If the issue remains unresolved after the timeframes specified below, the issue will be escalated to the next level of support:
- High Priority: 4 hours
- Medium Priority: 5 business days
- Low Priority: 10 business days
- At escalation timeframes, the issue is raised to our Technical Expert for review and additional troubleshooting.
- If our Technical Expert cannot resolve within 1 business day of escalation, the issue will be escalated to our Advance Technical Response Team for further investigation.
- After 5 business days with the Advance Technical Response Team, if a resolution cannot be found, the issue will be escalated to our 3rd Party Technical Partners or Software Developers for immediate action.
Third-Party Handoff
For issues requiring third-party involvement:
- We remain the primary point of contact and coordinator.
- The third-party will be introduced by email and included in relevant threads.
- We facilitate information sharing and monitor progress.
- The third-party provides direct status updates.
- All correspondence is copied to us for full visibility.
- We chase and escalate with the third-party if needed.
- Communication flows through us to the client.
Response times means acknowledgement, not necessarily resolution. Resolution timeframes will depend on the issue's complexity. We will provide an approximate resolution estimate but cannot guarantee resolution times. Complex issues may require us going outside of the SLA to resolve fully.
