Support Policy

Raising a Request

Support requests can be raised through the Support page, categorised as Technical, Project, Vendor, HR, or General, with a priority level.

Priority Levels

• Critical — live system down or blocking business operations.
• High — significant functionality impaired with no workaround.
• Medium — functionality impaired with a workaround available.
• Low — questions, minor issues, and improvement requests.

Response Approach

Requests are acknowledged and triaged in priority order. Formal response-time commitments (SLAs) apply only where they are set out in a signed support or maintenance agreement.

Scope

Support covers systems we have delivered or that are covered by an active maintenance contract.