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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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Support Response and Resolution Framework
P1 – Critical: Outages, data loss, security breaches, compliance issues. Response 2 hours, resolution 4 hours. 24/7 availability including weekends.
P2 – High: Major failures, performance issues, partial service, non critical security concerns. Response 4 hours, resolution 8 hours. Weekday business hours (9am–6pm), extended hours by agreement.
P3 – Medium: Minor issues, questions, non urgent changes, documentation. Response 8 hours, resolution 24 hours. Weekday business hours only.
P4 – Low: Feature requests, enquiries, enhancements, planned work. Response 24 hours, resolution 48–72 hours. Weekday business hours only.
Channels: Email, Jira, phone (P1/P2), Slack/Teams.
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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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None or don’t know
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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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AI chatbot
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No
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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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None to date.
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Support levels
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We provide 2 core support tiers:
L3 Support (Application/Platform Support):
Delivered by senior Engineers and Architects with deep knowledge of the application architecture, codebase, and infrastructure. L3 handles complex troubleshooting, root cause analysis, performance issues and escalations requiring code-level insight or architectural review.
L4 Support (Development and Engineering Support):
Provided by the core development team with full access to source code and system design. L4 resolves critical bugs, delivers emergency fixes, investigates systemic issues and provides code patches or architectural updates for challenges beyond L3 scope.
Support costs are the same for both tiers:
• Consultant: £301/day
• Senior Consultant: £352/day
• Lead Consultant: £416/day
• Principal Consultant: £608/day
Additional support levels are available on request.
Named Account Management
To ensure continuity, we assign a dedicated Account Manager and Technical Lead from day 1. Strategic accounts also receive an Executive Sponsor for guidance and advocacy. Service quality is maintained through monthly governance meetings and quarterly business reviews.
Escalation Process
At service commencement, we provide a clear escalation matrix. Issues are escalated as follows:
1. Technical Lead – immediate
2. Delivery Manager – within 2 hours
3. Account Director – within 4 hours
4. CEO – within 24 hours