Support / Support plans / Premium
Premium Support Plan
Premium Support adds designated contacts, telephone support and an assigned service delivery manager, with faster targets at every impact level.
How we classify what you report
Incidents, problems and requests are handled differently
Incident management
An incident is a disruption of normal service or operation. The purpose of incident management is to restore service in a timely manner, often through a workaround, rather than by finding a permanent solution, which is the aim of problem management.
Problem management
Problem management aims to reduce the adverse impact of incidents and problems, and to prevent incidents recurring by identifying the root cause (problem control) and initiating actions to improve and correct the situation (error control).
Request fulfilment
Request fulfilment is the process of dealing with any request for information, advice or support that is not considered an incident or a problem.
1. What response times and service delivery times can I expect?
| Term | What it means |
|---|---|
| Target response time | The target by which we aim to have a technical support person make first contact with you, to understand more about the incident, problem or request you contacted us about. Depending on the priority this may be by telephone or email, or both. |
| Target resolution time | The target by which we aim to have provided a workaround or a solution that allows the disruption of service to be restored, in the case of incidents. |
Incident management
Coverage24x7 - excluding USA weekends and USA holidays
| Impact | Target response time | Target resolution time |
|---|---|---|
| Urgent | 4 hours | 12 hours |
| High | 12 hours | 24 hours |
| Medium | 24 hours | 48 hours |
| Low | 48 hours | Planned |
Request fulfilments are not subject to priority. Response within 1-2 business days.
Problem management
Coverage24x7 - excluding USA weekends and USA holidays
| Impact | Target response time | Target resolution time |
|---|---|---|
| Urgent | 4 hours | We cannot provide target resolution times for problems, because it is not possible to predict how long an investigation will take, or how long it will take to design and implement the solution. We will aim to keep you informed of progress at regular intervals. |
| High | 24 hours | |
| Medium | 36 hours | |
| Low | Planned |
Request fulfilments are not subject to priority. Target fulfilment times are set according to planning. For urgent requests, immediate follow up may be requested.
2. How can I assess my situation to determine the urgency and impact?
| Urgency | A measure of the urgency and required response before your business or process is impacted |
|---|---|
| High | Your business operations have been halted and no workaround is available. Immediate action is called for in order to expedite resumption of business operations. |
| Medium | Your business operations have been halted but a workaround may be possible to fully or partially restore operations. Expedited action is called for to achieve full resumption of normal operations. |
| Low | Your business operations have not been halted but your operations, or a specific process area, is being inconvenienced. Prompt action is called for but some delay in eliminating the inconvenience is tolerable. |
What each impact level means
| Impact | What it means | Examples |
|---|---|---|
| Urgent | An issue that halts a system-wide process or function with no manual workaround available, and impacts all users. |
|
| High | An issue that significantly affects major functionality, is persistent, and occurs with multiple users or multiple content and devices. There is no available workaround. |
|
| Medium | Any issue that significantly affects system functionality, is intermittent, and occurs with multiple users, content or devices. A short-term workaround is available, but not scalable. |
|
| Low | An inquiry regarding a routine technical issue, or information requested on application capabilities, navigation or configuration. The bug affects a small number of users and a reasonable workaround is available. Resolution is required as soon as reasonably practicable. |
|
3. How is my issue prioritized?
Priority is set by estimating the urgency and impact of the situation, as described above. Target response time and target resolution time are determined by the assigned priority categorisation. The initial categorisation is based on the input you provide during your first contact with our customer care team, and may be revised once we understand your situation better through further discussion with your operations and engineering staff.
Situations you deem critical, based on the urgency and impact criteria above, should always be communicated by telephone (24/7) to avoid delays in response. Telephone numbers for the customer care team applicable to your site are on our contact page.
| Impact | ||||
|---|---|---|---|---|
| Urgency | Urgent | Major | Moderate | Minor |
| High | Urgent | High | Medium | Medium |
| Medium | High | High | Medium | Standard |
| Low | Medium | Medium | Standard | Standard |
This page describes the internal process currently in use when responding to support requests from our customers. It is not intended as a guarantee or other legal commitment regarding target response times or target resolution times. Please refer to the specific support agreements you have in place with us for the details of any commitments or guarantees related to response or resolution times. Unless otherwise indicated in those agreements, all response and resolution times apply only during normal daytime working hours on the standard working days applicable to your site location.
Top-of-mind Questions
What response and resolution times can I expect with Premium Support?
How is Premium different from the Standard support plan?
How is the priority of my support case determined?
How do I submit a case under the Premium plan?
Is Premium Support available for both SaaS and on-premises deployments?
What if my issue needs a code fix rather than a workaround?
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