To get in touch with support, please send an email to [email protected]
|Hours of Availability||9/51||9/51||24/7|
|Initial response times2||L1: Critical||4 Hr||2 Hr||1 Hr|
|L2: High||12 Hr||6 Hr||2 Hr|
|L3: Major||2 Business Days||1 Business Day||8 Hr|
|L4: Minor||4 Business Days||2 Business Days||24 Hr|
|Development Escalation Priority||✅|
19/5 Support: Hours of coverage include 9am to 5pm for the Central European Standard Time Timezone Monday through Friday.
2Initial response times: Full descriptions of severity levels are as follows:
- Critical: Service is down or major malfunction affecting business and high number of staff. No known workaround is available
- High: Serious degradation of service performance of functionality. Acceptable processing alternatives or workarounds exist which yield the desired result.
- Major: Application issue that has a moderate impact to the business. Acceptable processing alternatives or workarounds exist which yield the desired result.
- Minor: Issue or question with limited business impact. Appropriate processing results can be obtained by working around the fault.
3Custom Online/video training is available for an additional fee. Contact [email protected] for more information.