What are the Support Response Times?

Overview

Our standard support contract aims to provide good support at low cost to our valued customers. Here's how it works. In short, there's a phone number in the support tab of the system for your authorized user(s) that you can use for critical, organization level outages only. For everything else we offer support via support tickets.

If you submit a ticket and don't see a response within a reasonable timeframe please feel free to send your contact at our company an email. Customers generally find that this level of support is all they need. If you need a quote for a higher level of support please contact sales helplinesoftware.com/contact.

Details

The priority level of a ticket you submit is used to determine what your response time will be.

• PRIORITY 1, ORGANIZATION LEVEL CRITICAL OUTAGE: This status only applies to organizations that after their Go-Live date. It represents a complete loss of service or a significant feature that is completely unavailable where no workaround exists.
• PRIORITY 2, DEGRADED SERVICE: Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
• PRIORITY 3, ANYTHING ELSE: Includes product questions, feature requests and development issues.

If you experience an issue that is PRIORITY 1 then please call support via the provided phone number immediately. For all other issues please follow the instructions to submit a support ticket. We respond to support tickets based on priority. Most requests receive a response within 1 business day. However, we ask that you please give us up to 3 business days to respond to anything that is not a Priority 1 or Priority 2 issue, so that all customers can get the support they need. We do not currently guarantee support response times with the included standard level support contracts.