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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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Our standard support service operates during UK business hours (09:00–17:00, Monday to Friday, excluding public holidays).
All email and ticketed queries are triaged on receipt and prioritised by severity:
- P1 (service unavailable or critical security issue)
- P2 (degraded service or high business impact)
- P3 (minor issues or service requests).
Target response times are P1 within 30 minutes, P2 within 2 hours, and P3 within one business day. Resolution targets are agreed per service.
Where required, we can provide 24/7 support. All support models and SLAs are bespoke to each project and customer need.
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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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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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EN 301 549
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Web chat accessibility testing
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We do not deploy a single, standard off-the-shelf web chat product and therefore have not undertaken standalone assistive technology testing to date. Web chat solutions are selected or configured on a per-customer basis, either by sourcing a suitable third-party product or building upon an existing customer platform. Where accessibility testing with assistive technology users is required, this can be planned and delivered in collaboration with the customer and the chosen supplier, aligned to agreed accessibility standards and user needs.
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Support levels
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We provide tiered support levels, bespoke to each customer, project, and set of requirements. All support services are provided at an additional cost and are not included within the core service unless explicitly agreed.
Standard Support
Business-hours coverage (09:00–17:00 UK, Monday–Friday, excluding public holidays), including incident triage, ticket management, and coordination with third-party suppliers. Pricing is agreed per engagement, typically on an hourly or day-rate basis.
Enhanced Support
Extended hours and accelerated response times, with increased availability for incident and service management. Costs are tailored to the required coverage, response targets, and service complexity.
24/7 Support
Where required, we can provide round-the-clock support, including out-of-hours incident response and escalation. Pricing is agreed on a fully bespoke basis, reflecting service criticality and operational risk.
Where appropriate, customers can be provided with a Technical Account Manager or Cloud Support Engineer as a named point of contact. Role scope and costs are agreed per engagement.
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AI chatbot
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Yes