Getting support

What happens when I contact support? 

When you contact support, we will log a ticket and respond ASAP. Our average ticket response time is under 15 mins.  Our service includes:

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.