Understanding request handling

Last updated November 23, 2021
Written by Alex Moloney

All service requests and incidents are logged within our support software as tickets and assigned a priority based on the severity of the problem and the impact on your business. They are then handled per the following procedures.

Priority Level Definitions

The following table defines the priority levels and the targeted first response time for requests. If you have an alternate set of priority definitions in your contract these will take precedence. It is helpful to clearly explain the business impact of your issue when contacting the Help Desk.

PriorityDefinitionResponse Time

Urgent (P1)

  • System crashes and cases where the platform is inoperable or unavailable for all users.
  • Major incidents resulting in a disaster recovery, data corruption or loss, or a security breach.

1 hour

High (P2)

  • Significantly degraded performance experienced by users impeding the day-to-day use of the platform.
  • A major feature of the platform is unavailable resulting in significant business impact for the customer and there is no workaround.

4 hours

Medium (P3)

  • Degraded performance is experience by users that does not impede the day-to-day use of the platform.
  • A minor feature is unavailable that has a tangible but not significant business impact for the customer.

8 hours

Low (P4)

  • An error is present that has little to no impact.
  • Requests for information of a technical nature.
  • Corrections or requests relating to the available platform documentation.

1 day

Ticket Ownership

Each ticket will be assigned to a specific member of our Help Desk team who will be responsible for managing the case from inception through to resolution within the tier, this person is referred to as the ticket handling agent. This ensures there is a single point of contact throughout the lifecycle of an issue who is aware of the current and previous state of the issue. The Product Support Manager works with Help Desk staff to facilitate a customer escalation point as needed.


It is the responsibility of the ticket handling agent to troubleshoot the issue based on a series of questions to identify the symptoms or a clear description of the issue. Supplying the handling agent with as much relevant information as possible will help with reaching a timely resolution. If an underlying problem exists, the customer will be informed of this at resolution.

Request Status

The ticket handling agent will log and provide updates to customers throughout the lifecycle of a ticket. Updates can be provided via phone or email. Updates will be provided as developments are made towards the resolution of a ticket and are not guaranteed on regular intervals.


Tickets will be marked as Resolved once a resolution has been delivered by the ticket handling agent. The resolution reason will be logged against the ticket. Customers will have a two-day window of which to respond to a Resolved ticket if they are unhappy with the resolution provided or have further questions regarding the case before it is marked as Closed. Once Closed, a ticket can be re-opened at any time by replying to the closure notification.

On occasions where there is no response received from a customer, we utilise a bump-close policy which sends two additional automated notification emails to the requester listed in the support ticket. The first will be sent three days after the latest reply from an agent, the second is sent an additional four days afterwards at the point of which the ticket is marked as Closed. The resolution reason cited in these cases will be “No Response”.

Billable Services

If it is deemed that a request is a billable service, the ticket handling agent will notify the customer, and escalate the ticket to the relevant team within the Help Desk. The ticket will then be further managed by the Customer Success Manager and relevant business teams.

Billable services include but are not limited to (unless otherwise specified in your contract):

  • Training
  • Configuration changes & setup
  • Product modifications
  • Data exports & custom reports
  • Creation and support of demonstration environments
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