What are your support SLAs?

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:

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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