A support ticket might be a bug report, information request, or something else.
Anyone can raise a support request. You do not need to be a customer.
Support tickets can be raised via email or our online submission form. Customers can request access to our online portal to manage all their tickets in one place. Emails will receive an automated reply to say we have received it. Our support team will be working on support requests Monday - Friday (10AM - 4PM UK time) except UK public holidays. You can raise tickets at any time but will get responses during these hours.
New tickets are triaged in order based on the time they arrive by the support team. If they cannot be solved by the support team, they will be escalated to our developers. The support team will keep you updated on progress.
If you have a particularly urgent support issue you can use one of your remaining high priority tickets. In this case, your case will be handled before other standard priority tickets and our developers will also prioritise the case.
We allow all customers to submit an unlimited number of Standard Priority tickets but only offer a limited number of High Priority tickets. This allows us to better organise our time around working on the issues that are most important to you.
Our support team aims to provide a response (but not necessarily a fix/solution) within 72 hours (usually much faster). We provide this target to set your expectations and to allow for global time differences, weekends, and public holidays. In busy periods, High Priority tickets will always be at the top of the support queue.
All support is provided via email/customer support portal. If you are on an Enterprise licence you can request a phone/Zoom call. We use Salesforce for our service portal.
For exact details of your support agreement please see your EULA. The information provided above may not necessarily reflect your specific agreement.