-
Email or online ticketing support
-
Yes
-
Support response times
-
Typical response time is 1 hour during UK Business Hours only. Weekend support is agreed separately depending on Buyer's needs.
-
User can manage status and priority of support tickets
-
Yes
-
Online ticketing support accessibility
-
WCAG 2.2 A
-
Phone support
-
No
-
Web chat support
-
Yes
-
Web chat support availability
-
9 to 5 (UK time), Monday to Friday
-
Web chat support accessibility standard
-
WCAG 2.2 A
-
Web chat accessibility testing
-
Datavid has carried out web chat testing with assistive technology users as part of its commitment to inclusive, WCAG 2.1 compliant digital services and alignment with the GDS Service Manual. For web chat and AI-driven chat interfaces (including private LLM chat used within Datavid Rover), testing has been performed with users who rely on screen readers, keyboard-only navigation, screen magnification, and voice input. The focus is on ensuring chat interactions are fully usable without visual cues or mouse interaction. Testing activities include: Screen reader testing (e.g. JAWS and NVDA) to confirm correct reading order, ARIA roles, announcements of new messages, and conversational state changes. Keyboard-only testing to ensure users can open, navigate, submit, scroll, and exit the chat interface while maintaining focus and context. Zoom, contrast, and text resizing checks to ensure readability at high magnification and with user-defined display settings. Content clarity testing, ensuring chatbot responses use plain language, logical structure, and do not rely on visual formatting to convey meaning. Error and timeout handling validation, ensuring issues are clearly announced to assistive technologies. Where required, Datavid supplements internal QA with usability testing involving disabled users, either directly or via client user research partners.
-
Support levels
-
Datavid provides three scalable support levels to meet different service criticality and risk profiles. Standard Support (included) is suitable for non-business-critical services. It provides UK business-hours service desk access, incident logging and triage, bug fixes, minor configuration support, knowledge-base access, and SLA-backed responses for low and medium-severity issues. Enhanced Support is designed for live production services requiring faster response and proactive oversight. It includes priority incident handling, extended business-hours support with on-call escalation, proactive monitoring and health checks, support for upgrades and patches, and regular service review reporting. Mission-Critical (Premium) Support is intended for business-critical or regulated services. It provides 24×7 support, defined high-severity SLAs, a dedicated on-call engineering rota, proactive incident prevention, performance monitoring, change and release coordination, and regular service and roadmap reviews. Pricing is proportionate to service scale and risk and agreed at call-off: * Standard Support: included in the service price * Enhanced Support: typically 10–15% of annual service value * Mission-Critical Support: typically 20–25% of annual service value For Enhanced and Mission-Critical support, Datavid provides a named Technical Account Manager (TAM) or Cloud Support Engineer who acts as the primary technical contact, coordinates incident resolution, and supports ongoing optimisation and continuous improvement.
-
AI chatbot
-
Yes