Standard Support
Basic Support
The Basic Support package provides reliable access to our issue tracking system with defined service level agreements and email support for urgent matters, ensuring your team receives timely assistance for critical issues.
Support Channels
Channel
Details
Availability
JIRA Customer Service Management
• Bug reporting and tracking
• Feature request submission
• Knowledge base access
24/7 submission
Email Support
Business hours (Urgent issues only)
Key Features
Feature
Description
Issue Tracking
Submit and monitor bugs through our JIRA system
Urgent Email Support
Dedicated channel for time-sensitive issues
Standard SLAs
Defined response and resolution timeframes
Feature Requests
Submit enhancement ideas for consideration
Knowledge Base
Self-service access to documentation and guides
Service Level Agreements
Response Time Commitments
Issue Type
Initial Response Time
Urgent (P1) issues via email
Within 8 business hours
Standard JIRA submissions
Within 24 business hours
Bug Resolution SLAs
Severity Level
Initial Response
Resolution Target
Status Updates
P1: Critical
8 business hours
3 business days
Daily
P2: High
24 business hours
5 business days
Twice weekly
P3: Medium
24 business hours
10 business days or next release
Weekly
P4: Low
24 business hours
Future release cycle
Monthly
Problem Severity Definitions
Severity Level
Definition
Business Impact
Examples
P1: Critical
System outage or severe functionality failure
Operations significantly impaired
Platform unavailable
Unable to log in
Not allocating
P2: High
Major functionality impaired
Significant but partial impact
Notifications failing
Integration issues
Reporting system down
P3: Medium
Non-critical function unavailable
Moderate impact with workarounds
Minor features with workarounds not working
UI issues
Performance degradation
P4: Low
Minor issues
Minimal impact
Cosmetic issues
Documentation errors
Support Hours
Hours
Details
Business Hours
Monday-Friday, 9:00 AM - 5:00 PM GMT/BST
Holiday Coverage
No support during UK public holidays
After-Hours
Not available
Last updated