If you have any questions or comments regarding the following you can contact us and we will be happy to help.
The following process should followed if a support call needs to be raised:
Raise a call by email on firstname.lastname@example.org, providing as much detail as possible. Read the Considerations of raising a Support Call section before sending the email.
We will analyse the call to
- decide it's severity. We will update the call with this severity.
- decide on whether it is a Feature Request. If it is we will raise it with the Customer Manager who will discuss the matter with you.
- We will schedule the call based on it's severity.
The following is a list of severities and their definition:
|Full system or key part of the Product down.
|Examples - Order processing issues, Printing or Batching issues, Product creation blocking issues, Mockup generation blocking issues.
|Non-urgent but blocking tasks.
We appreciate that the above severities may not match the business impact of an issue. Therefore, you can add the following to your Support Call so we can prioritise effectively.
|i.e. Order impacting
|i.e. Product Creation impacting
The following are our Response Times for the above:
|Within an hour
|Within 24 hours
|Within 1 week
|Within 4 weeks
We will always endeavour to resolve problems as swiftly as possible. However, we are unable to provide guaranteed resolution times. This is because the nature and cause of problem can vary enormously. In all cases, we will work to resolve the problem as quickly as possible.
We implement changes to the Product regularly. We always try to deploy updates between the hours of 22:00 to 00:00 and 05:00 to 07:00 (UK). On occasions, we need to deploy emergency changes outside of these times but these will be kept to a minimum.
Working hours are defined as 09:00 to 17:00 (UK), Monday to Friday, excluding UK public holidays.
NOTE: We do offer 24 x 7 support but that comes with the enhanced support licence.
Considerations before raising a Support Call
To aide a quick resolution to any issue, here are some pointers to the steps you should take before raising the call.
NOTE: We will reject Support Calls if they lack detail as we will not be able to progress an efficient investigation.
Always add order numbers, item numbers, SKUs and anything else we need to identify the issue.
Specify clearly the steps you take to replicate the problem.
A video of the problem showing what you expect to see is really helpful.
If you are unable to produce a video then screenshots are a good replacement.
Support Call Checklist
Before raising your call have you included:
- Relevant order numbers
- Relevant product names / SKUs
- Replication steps
- Business severity (from your POV)