Introduction

This document outlines the support services the UK Live Support Team provide for the UnionCloud platform, ensuring a timely and efficient support service is available to UnionCloud end users.


Support Tools

There is one simple way of raising a query with our support team, using our ticketing tool.


Ticketing Tool: Freshdesk

Freshdesk is an Online Ticketing System that is used by unions to log and track their incidents/requests. 


It holds the history of an end users interaction with the help desk and provides a complete record of issues surrounding that user. Users are also able to submit feature requests here. 

 

The knowledge base contains a historical log of UnionCloud documentation alongside guides on how to use every feature. 


UnionCloud Support Availability

UnionCloud Support via Freshdesk is available from: 9am - 5pm Monday - Friday

UnionCloud support requests outside of office hours will be collected, however no action can be guaranteed until the next working day. 

 

Requesting a call back

Should you need to speak to a member of the team urgently you can request a call back by submitting a ticket with a summary of the issue and the contact number you can be reached on.

 

Planned out of hours support

Support can be extended to outside working hours at cost providing there is 14 days notice. 

 

On site assistance can also be arranged at cost. When a support request is raised, the owner assigns the severity according to the perceived importance of the reported situation. The priority is assessed by the support team based on the response to the owner

 

Incident severities 

 

Severity

Description

Example

Blocker

  • Site is inaccessible
  • Affects multiple Unions
  • Websites have crashed

Critical

  • Prevents a critical operation from functioning
  • Affects multiple unions
  • Crash that is repeatable and evident to multiple users
  • Unable to login

Major

  • Major loss of function
  • Affects one or multiple unions
  • Prevents mandatory feature from working properly
  • Feature regression from previous release

Normal

  • Non-major loss of function
  • Affects one union
  • Prevents important or desirable feature from working properly

Minor 

  • Issue that can be viewed as trivial (e.g. cosmetic, UI, easily documented)
  • Affects one union
  • String typo

 

 

SLA Targets


Priority

We aim to respond within

We aim to resolve within

Urgent

  • 1 Hour
  • 1 Day

High

  • 4 Hours
  • 3 Days

Medium

  • 1 Day
  • 7 Days

Low

  • 8 Days
  • 1 Month

 

Feature Requests

If a ticket is deemed a feature request, this would not fall in line with the above SLA policy. It would be picked up and actioned at the responders discretion.