Getting support
Critical issue
Those impacting all users, those causing risk to business.
When will I get a substantive response?
30 minutes
What’s your target for resolution?
2 hours
If it’s not resolved, when will it get escalated?
Immediately.
Other issue
Lower impact issues including cosmetic issues. A short-term workaround is available, but not scalable.
When will I get a substantive response?
1 day
What’s your target for resolution?
1 day
If it’s not resolved, when will it get escalated?
3 days
Major issue
Important features are unavailable, but operations can continue.
When will I get a substantive response?
60 minutes
What’s your target for resolution?
4 hours
If it’s not resolved, when will it get escalated?
8 hours
Raising a ticket
To raise a ticket, email support@accipio.com. This will automatically log your issue.
You can also call us on 0207 117 2690.