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Email or online ticketing support
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Yes
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Support response times
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Business Days (Monday–Friday): Initial response typically within agreed SLA, commonly within 1–4 business hours, depending on incident priority.
Weekends and Public Holidays: Response times may differ based on the agreed support coverage. For standard support, responses are typically handled on the next business day; for enhanced or 24×7 support, response times align with the same SLA as weekdays.
Response times and coverage are clearly defined and agreed during service onboarding.
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User can manage status and priority of support tickets
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No
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Phone support
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Yes
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Phone support availability
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24 hours, 7 days a week
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Web chat support
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Yes
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Web chat support availability
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24 hours, 7 days a week
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Web chat support accessibility standard
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None or don’t know
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How the web chat support is accessible
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Simplex’s web chat is designed to be accessible and usable for a wide range of users, including those using assistive technologies. The web chat interface is browser-based and compatible with modern screen readers, keyboard navigation, and standard accessibility features supported by mainstream browsers. Users can access web chat without requiring additional plugins or software, and the interface supports text resizing and high-contrast display settings controlled by the user’s device or browser.
Through web chat, users can submit support queries, request service information, raise tickets, and receive responses from support staff. Users can describe issues in free text, attach relevant information where enabled, and receive confirmation of logged requests. Web chat is intended for support and information purposes and does not allow users to perform administrative actions, make system changes, or access restricted environments directly.
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Web chat accessibility testing
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Web chat functionality has been tested informally using commonly available assistive technologies, including screen readers and keyboard-only navigation, to confirm basic usability such as focus order, readable text output, and form interaction. Feedback from users has been used to ensure content clarity and ease of interaction. Where required, alternative support channels such as email or ticketing are available to ensure inclusive access for all users.
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Support levels
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Simplex offers tiered cloud support services aligned to different operational needs and service criticality. Support levels are agreed during onboarding and can be tailored as requirements evolve.
Standard Support provides access to email and online ticketing during business hours (Monday to Friday) for non-critical workloads. It includes incident logging, service requests, and routine operational assistance.
Enhanced Support offers extended coverage, faster response times, proactive monitoring, and regular service reviews, making it suitable for business-critical environments.
24×7 Critical Support delivers round-the-clock monitoring and incident response for mission-critical services, including escalation management and continuous operational oversight.
Support costs vary by level and depend on coverage hours, response time commitments, and environment complexity. Standard Support is available at the lowest cost tier, with Enhanced and 24×7 support provided at additional cost. Enhanced and 24×7 support levels include access to a dedicated Cloud Support Engineer and a named Technical Account Manager for service oversight and coordination.
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AI chatbot
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Yes