How quickly do we respond to problems with data

Dealing with incoming issues is prioritised into:

Blockers

This is where the effect on your business is at the most severe and there is no workaround. This is given a Priority 1

Critical

This where the effect on your business is medium-high and there is a less than effective workaround. This is given a priority 2

Important

This is where the effect on your business is low-medium and there is an effective workaround. This is given a Priority 3

Improvements

When a customer suggests an improvement to a current feature we will first assess the impact and the global need. We will then advise you of our decision.  This is given a Priority 4

New Features

When a customer suggest a new feature it goes through a process before being approved. We will then advise you of our decision. This is given a Priority 5

In our experience most issues fall into Priority 3  so that tends to be a default. The priority assigned dictates the amount of time we give ourselves to deal with your incident or request. To see in more details including timeframes  please see our SLA agreement

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