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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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User support is provided Monday to Friday, 8am to 5pm (excluding public holidays), via email and ticketing.
During support hours, we aim to acknowledge all new queries within 4 business hours and provide an initial response or action plan within 1 business day, depending on complexity and severity.
Outside of these hours (evenings and weekends), tickets can still be logged, but they will be picked up from 8am on the next business day. If weekend cover is required, this can be agreed separately at extra cost and documented in the Order Form/SOW, including the relevant response targets.
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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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EN 301 549
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Phone support
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No
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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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EN 301 549
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Web chat accessibility testing
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We use Jira Service Management (JSM) as our primary support channel (portal-based ticketing rather than live “web chat”). As part of onboarding, we validate that the support journey is usable for people relying on assistive technologies.
Testing completed (Jira portal):
Screen reader checks (NVDA and JAWS on Windows): raising a ticket, navigating forms, reading confirmation messages, and reviewing ticket updates.
Keyboard-only navigation: tab order, focus visibility, form completion, submission, and navigating ticket history without a mouse.
Browser zoom and reflow testing (up to 200%): ensuring content remains readable and usable without loss of functionality.
Colour contrast and error messaging checks: confirming required fields, validation errors, and status indicators are perceivable and clear.
Link and heading structure review: ensuring logical page structure and predictable navigation.
Where any accessibility issues are identified, we either adjust our configuration/content (field labels, descriptions, portal text, knowledge articles) or raise them with Atlassian via support, and track remediation through our internal delivery QA process.
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Support levels
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We provide structured support for both implementation and live running of automation and AI services, with clear escalation and ownership.
Support Levels
Level 1 – Standard Support (Business Hours)
Coverage: Mon–Fri, 09:00–17:30 (UK time)
Channels: Jira Service Management portal (ticketing), email triage, scheduled support calls
Includes: incident triage, break/fix, monitoring reviews, minor configuration changes, patch guidance, knowledge base
Target response: same business day (priority-based)
Level 2 – Enhanced Support (Extended Hours)
Coverage: Mon–Fri, 08:00–20:00
Includes: faster SLAs, proactive health checks, release support, and quarterly service reviews
Level 3 – Premium Support (24/7 for Critical Services)
Coverage: 24/7 for P1 incidents
Includes: on-call engineering, major incident management, and root-cause analysis (RCA)
Costs
Support is typically offered as an annual pack (e.g., 100 hours per year) that can be used across multiple automations/AI agents. Enhanced and Premium options are priced based on required coverage and SLA targets and are confirmed in the Order Form.
Technical Account Management
We provide a Technical Account Manager and access to a Cloud Support Engineer for platform-level and integration support.