Guidance on Ticket Priority / SLA

All SLA's and response times refer to normal business of 9:00 am - 5:00 pm so an issue raised in low priority at 4:55pm, for instance, would imply a response from us by 4:55pm on Monday. We will always seek to better these response times but the below is a guide to what we believe is an acceptable minimum standard.

Resolution times can never be guaranteed. Often the root cause of issues falls outside our control - e.g. client server offline, no remaining disk space, a change in input data or documents hitting our systems.

When it's really urgent...

If you have an urgent situation please always make sure that you raise a ticket first but you can then phone us quoting the ticket number to make sure we know to escalate appropriately. Please do not just email individuals directly - the whole support team (including management) areinternally notified for anything you send through a ticket. By creating a ticket and then quoting that number you ensure that we can give the best response without duplication of effort or any confusion.

It's unhelpful if you cc (or bcc) individuals when creating a ticket because that creates duplication of emails and becomes confusing - important messages are lost in the 'noise'.

Note that unless formalised (signed) under an enhanced support agreement SLA's with regard to our support for standard software we have provided to you - typically this is ABBYY FlexiCapture, Spielberg FileDirector and email automation software.

Urgent

1. Represents a complete loss of service for all users.
2. No workaround exists. 
3. Does not include development issues or problems in staging environments
4. May wish to follow up with phone call to support to urgency of request.

SLA 

1. Response to ticket with in 30 minutes 
2. Status updates every 2 hours 

High

1. Includes intermittent issues and reduced quality of service for all users. 
2. A workaround may be available. 
3. Does not include development issues or problems in staging environments.

SLA

1. Response to ticket with in 2 hours
2. Status update every 6 hours 

Medium 

1. Minor service impact.  
2. Non-critical bug.  
3. Difficulty accessing a document or unexpected data captured.  
4. You are able to access almost all business resources.

SLA

1. Response to ticket with in 5 hours
2. Status update every 12 hours 

Low 

1. Product questions.
2. Feature requests.
3. Development requests.

SLA

1. Response to ticket with in 1 day
2. Status update after 3 days