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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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P1: 1‑hour response, 24×7; P2: 4‑hours, 24×7; P3: next business day; P4: two business days. Weekend coverage applies to P1/P2; P3/P4 handled in business hours unless enhanced support is contracted
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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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We apply an accessibility‑first approach to web chat. Testing includes keyboard‑only navigation, colour contrast verification, and screen reader compatibility using NVDA and JAWS. We validate focus indicators, landmark roles, and semantic structure to support efficient navigation. Chat transcripts are exposed to screen readers with live region updates that avoid verbosity and ensure users can pause/resume announcements. We test form labels, error messaging, and timeouts with reasonable adjustments, enabling extension of inactive sessions on request. Zoom up to 200% and reflow are validated to preserve functionality without horizontal scrolling. We also test with speech recognition for common actions (open chat, send, close). Findings are prioritised in accessibility backlogs, remediated, and re‑tested to confirm WCAG 2.2 AA conformance. User feedback loops and periodic audits maintain ongoing compliance.
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Support levels
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We offer three tiers: Standard, Enhanced, and Managed.
- Standard: Business hours support (UK), incident management via ticketing, knowledge base access, quarterly service reviews.
- Enhanced: Adds 24×7 for P1/P2, proactive monitoring, monthly reviews, advisory hours for optimisation.
- Managed: Includes service ownership, SLO/SLA governance, continuous improvement, change management, compliance reporting, and optional site coverage.
A Technical Account Manager (TAM) is included for Enhanced/Managed and available as an add on for Standard. A Cloud Support Engineer is assigned to incidents across all tiers. Pricing is effort based using generic roles (Business Architect, Solution Architect, Technical Architect) to keep the catalogue flexible; detailed role granularity can be defined in opportunity specific bids. Costs vary by tier, response/restore targets, and scope (e.g., on call, automation, additional integrations). Service credits and KPIs are agreed during call off.
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AI chatbot
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Yes