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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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We define response time SLAs collaboratively with clients, offering 24/7 support and incident resolution through our multi-channel service desk. Typical response times and KPI targets are:
Incidents:
P1: 30 minutes response, 4 hours resolution, 95%
P2: 1 hour response, 8 hours resolution, 95%
P3: 4 hours response, 2 days resolution, 95%
P4: 8 hours response, 4 days resolution, 95%
Requests
P1: 4 hours response, 1 day resolution, 95%
P2: 8 hours response, 2 days resolution, 95%
P3: 12 hours response, 3 days resolution, 95%
P4: 16 hours response, 4 days resolution, 95%
Response times can remain the same on weekends.
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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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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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AI chatbot
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Yes
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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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To ensure accessibility across our web chat function, we employ a combination of independent third-party assessments, automated checks and human testing to evaluate specific workflows and identify accessibility conformance issues. This includes:
• Formally consulting with agents, admins and end users who rely on assistive technology to collect feedback
• Test exclusively using a keyboard to navigate and operate its content and functionality. This ensures that users with limited manipulation or strength can fully interact with the Virtual Agent
• Accepting customer/end-user feedback through a variety of channels
• Using all feedback to inform improvements
• Retesting products following remediation and new feature updates
To ensure consistent accessibility features across platforms, we conduct testing across multiple browsers, including Chrome, Safari, and Edge Chromium. Maximising accessibility, we evaluated using the most recent versions of multiple assistive technologies, including:
• NVDA (NonVisual Desktop Access)
• JAWS (Job Access With Speech)
• VoiceOver (for macOS and iOS)
• TalkBack (for Android)
• ZoomText (screen magnification and screen reading software)
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Support levels
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Support levels
The service is delivered through a flexible, bespoke support model, designed to meet each organisation’s operational complexity, cloud estate and business priorities. Rather than offering predefined tiers, we define the appropriate support level during onboarding, informed by a high-level assessment of the customer’s existing IT environment, migration scope, workload criticality, regulatory obligations and desired service outcomes.
Cost
Support packages are quoted on a bespoke basis and agreed at call-off. Pricing is informed by comparable cloud migration and operations engagements, taking into account the required coverage, hours of service, automation tooling, monitoring/reporting requirements and any specialist resources. We transparently define additional costs against these requirements.
Resources
We provide 3 tiers of dedicated management support:
Delivery Head:
•Strategic oversight for governance and direction
•Owns overall relationship, governance and long-term service alignment to business objectives
•Reviews performance, risk and roadmap, driving continuous improvement and value realisation
Account Manager:
•Tactical management for service performance and planning
•Manages service delivery, SLAs and coordination across teams and vendors.
•Oversees escalations, capacity planning and change prioritizatio
Support Engineers:
•Operational leadership for day-to-day delivery, coordination and continuous improvement
•Oversees incident resolution and request fulfilment
•Monitors delivery and troubleshooting to meet agreed SLAs