Please note that our Support Opening Hours are Monday to Friday (except Bank Holidays) from 9 am to 5.30 pm.
If you have any queries or issues you would like to raise, please submit a ticket via the support portal and refer to the following guides about what information to include:
We also have a support line during our business hours: 01582 377 862.
Please note:
- Troubleshooting issues are generally not considered to be a bug and you should try to resolve these internally via our Knowledge Base Articles 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 the 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 the incident in under 60 business minutes |
| Normal | The Client's core business is unaffected, but the issue is affecting efficient operation by 2 or more people. There are clear workarounds possible. | Meaningful response to the 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 on the initial system scope. |
Meaningful response to the 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. |
🚀 Pro Tip: Ensure you select the correct form when raising a support query: Flow or Moves.
If anyone at OpenPlay needs to test a fix in a client's live environment, we will require the client to sign off prior to initiating action in the live environment.