What to include when raising a support ticket
If raising a ‘how to' request’, these tickets can be dealt with and resolved quickly.
If raising a bug (FLOW is not functioning as intended):
- Please ensure you provide adequate detail of the problem including user ID, Username, URL Links and dated screenshots. In order to investigate further, our team will need to replicate the issue so the more detail you can provide, the better
- Please note that troubleshooting issues are generally not considered to be a bug and you should try to resolve these internally where possible.
- We will determine the priority of each ticket and either add the ticket to the current or next Sprint if required or backlogged if not urgent.
- We will estimate when any relevant fixes will be deployed to the live database and/or app environments and update all tickets with this information.
How to choose the correct Priority
| Priority | Description | SLA |
| Urgent |
The system is completely down and the Client is unable to access any system feature with no manual workaround possible and this affects the whole organisation. |
Meaningful response to incident in under 30 minutes. |
| High |
A major component of the Client’s ability to operate is affected. Some aspects of the business can continue but it is a major problem. |
Meaningful response to incident in under 60 business minutes |
| Normal |
The Client’ core business is unaffected, but the issue is affecting efficient operation by 2 or more people. There are clear workarounds possible |
Meaningful response to incident in under 4 business hours |
| Low | Issue affecting one customer or less. Admin/Data request | Meaningful response within 8 business hours |
| RFC |
A request for a change or new system functionality, that was not part of agreed initial system scope. |
Meaningful response to incident in under 24 business hours from our Client Success Executive. Will be added to our Task Requests board and actioned when time permits if agreed upon. |