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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 provide a standard response time of up to 4 business hours for all technical and service-related enquiries submitted during UK business hours (09:00–17:00, Monday–Friday). Enquiries received outside these hours, including weekends and UK bank holidays are addressed by 10:00 AM on the next business day. For organisations requiring extended coverage, we offer an Elevated Support option. Under this arrangement, tickets classified as Critical or Mission Critical are managed through a bespoke SLA, ensuring 24/7 availability and expedited response times beyond standard business hours. This guarantees uninterrupted support for high‑priority and time‑sensitive requirements.
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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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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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24 hours, 7 days a week
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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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Our web chat interface undergoes rigorous accessibility testing to ensure compliance with WCAG 2.2 AA and EN 301 549 standards, combining automated audits with detailed manual evaluations by specialist consultants and individuals with lived experience of disabilities; testing covers compatibility with screen readers (NVDA, JAWS, VoiceOver) to ensure real‑time updates like “Agent is typing” are conveyed seamlessly, full keyboard‑only navigation without traps, screen magnification using ZoomText and browser zoom up to 400% to maintain layout and readability, and speech recognition with Dragon NaturallySpeaking to enable smooth voice‑driven interaction.
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Support levels
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We provide three tailored support tiers to meet the varied operational needs of public sector organisations. Standard Support, included at no extra cost within the base service day rate, offers coverage during UK business hours (09:00–17:00, Monday–Friday) for all development and service enquiries. Enhanced Support, at +15% of the monthly fee, is designed for teams requiring extended coverage, delivering 24/7 support for Critical (P1) incidents and prioritised response times for other ticket types. Premium Support, at +25% of the monthly fee, is intended for mission‑critical and high‑availability environments, offering the fastest response times (e.g., under 15 minutes for P1 issues) alongside full 24/7 access. Dedicated roles strengthen these tiers: a Technical Account Manager (TAM), included with Enhanced and Premium, provides strategic oversight, proactive reviews, and escalation management, while a Cloud Support Engineer, available across all tiers, delivers hands‑on technical assistance, bug resolution, and cloud optimisation. Pricing is transparent, calculated as a fixed percentage of monthly service spend, ensuring predictable costs and scalable support as requirements evolve.
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AI chatbot
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Yes