The handling of your ticket will take place during working hours –Sundays through Fridays from 6 am until 3pm GMT
We handle various kinds of support ticket severity, as outlined below.
1. Urgent
In case of a malfunction that prevents all users from using the system (e.g., system is not responding), the support ticket is categorized as urgent.
The response time will be 2 working hours maximum.
2. High
In case of a functional problem that affects the quality of the system performance to all the users (e.g, a bug preventing all users to use a critical feature), the support ticket will be categorized as high.
The response time will be 4 working hours maximum.
3. Normal
In case of a problem with the system performance (for example: a bug), which does not affect all users, the support ticket will be categorized as normal.
The response time will be within 1 working day.
4. Low
In case of a routine enquiry or notification (e.g., a request for information or training), the problem will be categorized as low.
The response time will be within 2 working days.
5. If your support ticket relates to a request for a special customization that is unique for your business, your case will be transferred to the product manager. It will be decided if your request for change (RFC) will be included in upcoming version. If that is the case, your account manager will keep you posted in which version your RFC will be included.
All RFCs are categorized as low.
The response time will be within 2 working days.
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