We’re proud of our history of building robust systems for business-critical services, we also pride ourselves on providing exemplary customer service. That’s why all SureSwitch customers benefit from software support as standard and the Zentive Support Team is always happy to help.
09:00 to 17:00 UK time, Monday to Friday, except on days which are bank holidays in England.
You can contact the Zentive Support Team by submitting a support request on the Zentive Support Desk Portal or by emailing support@zentive.com
Priority | Type of Failure |
1 | EMERGENCY Unrecoverable failure of any or all Critical Areas of the system. The critical areas of the system are those that impact directly on daily processing functions. |
2 | SEVERE Business affecting problem caused by a malfunction of a critical or priority area of the system but which does not stop daily processing functions. |
3 | MEDIUM Problem which has not caused the Critical Area of the system to fail; a major business operation which is not used daily, has been affected. |
4 | MINOR Any other problem with the Supported Software & services not included above. |
|
Priority |
Timescales |
Escalation |
|
EMERGENCY |
Response within 60 minutes. Temporary solution or work-around within 4 hours. Permanent solution (if applicable) within 5 working days for Client test installation. |
Escalation to Supplier Support Manager if temporary solution or work-around not identified within 5 hours of problem notification or if permanent solution not found within 5 working days. |
|
SEVERE |
Response within 4 hours. Work around / temporary solution within 2 days. Permanent solution (if applicable) within 10 working days for Client test installation. |
Escalation to Supplier Support Manager if permanent solution not identified within 10 days. |
|
MEDIUM |
Response within 8 hours. Permanent solution (if applicable) within 30 working days for software fixes and 10 working days for data and configuration fixes. |
Escalation to Supplier Support Manager if not identified within 30 working days. |
| MINOR |
Response within 5 working days Permanent solution (if applicable) within 45 working days for software fixes and 20 working days for data and configuration fixes. |
Escalation to Supplier Support Manager, should Customer express dissatisfaction with progress to resolve this issue. |
