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Email or online ticketing support
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Yes, at extra cost
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Support response times
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Response times will vary according to the customer's requirements and will be defined in the Service Level Agreement (SLA). Support calls are classified according to severity/impact. Priority 1 calls (highest priority level) are guaranteed a response within 1 hour. Lower (non-urgent) calls will typically be answered within a working day. Response times can be tailored to meet a customer's needs via the SLA, including extending response time guarantees outside of business hours, including weekends. Pricing for the support service will vary according to the customer's needs, as defined in the SLA.
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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WCAG 2.2 AA
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Phone support
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Yes
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Phone support availability
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9 to 5 (UK time), Monday to Friday
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Web chat support
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Yes, at an extra cost
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Web chat support availability
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9 to 5 (UK time), Monday to Friday
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Web chat support accessibility standard
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WCAG 2.2 AA
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Web chat accessibility testing
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Web chat services have been assessed for use with assistive technology such as screen-readers, screen magnification software, high-contrast browser settings, and navigation assistance software (including non-reliance on mouse inputs and support for keyboard shortcuts) across a range of browsers.
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Support levels
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Support levels are aligned with the solution provided and the level of support required by the customer. Support levels and associated details are typically defined in a Service Level Agreement agreed with the customer. Support costs are aligned with the solution provided and the level of support required by the customer. Account Management and support engineers are aligned with the solution provided and the level of support required by the customer.
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AI chatbot
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No