This article outlines our standard support level agreement applied to all paid subscriptions. Support for non-paid subscriptions is conducted on a best endeavour’s basis, paid subscriptions will take priority.
Our support team monitor support tickets for paid subscriptions on a 24x7 basis.
Service Level Agreement (Paid Subscriptions)
| Priority | Target Response Time | Target Resolution Time | Description |
|
P1 (Critical) |
1 hour | 4 hours | An issue which causes a total loss of service, or where data corruption has occurred |
|
P2 (Major) |
2 hours | 8 hours | An issue which severely restricts functionality or causes significant performance degradation of a function, where a viable work around is unavailable. |
|
P3 (Minor) |
4 hours | 3 days | An issue which restricts functionality or causes minor performance degradation of a function, where a viable work around is available. |
| P4 | 8 hours | 6 days | An issue which does not impact functionality or performance of the service. E.g. cosmetic fault or documentation error. |
Raising a Ticket
To raise a ticket with the Encodian support team please either:
- Send an email to support@encodian.com
- Complete this form
Please include all relevant details which will help our support team to evaluate the issue, at a minimum please include:
- An explanation of how to reproduce the issue
- Any error messages which have been generated
- Screen shots and configuration details (Especially important for Microsoft Flow tickets)
Raising Critical or Major Tickets
If you need to raise a Critical or Major ticket, please consider the following guidance:
- If the ticket has been raised via email, please include a suggested priority (Critical or Major)
- If the ticket has been raised via this form, please set the priority as follows:
- High = Major
- Urgent = Critical
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