The support team can be contacted Monday to Friday 09:00 to 17:30 GMT (excluding UK Bank Holidays)
Tel: +44 (0)203 475 5775
The targeted response times for a Support Issue is dependent upon the severity of the issue:
Critical - 2 working hours. Defined as being unable to access the Software.
High - 6 working hours. Defined as being unable to use the Software key functions (cv parsing)
Medium - 24 hours. Defined as being unable to use the Software non key functions (report/invoices)
Normal - 48 Hours. Other issues.
The timelines above are when The Company will commence work on the Support Issue. If the Support Issue cannot be resolved within the timeline stated due to complexity, you will be given an estimated time/date of resolution. The Company reserves the right to limit each telephone call to half an hour and to limit each call to one Support Issue. The Company may also limit or terminate support services to a customer who uses the service in an irregular, excessive, abusive or fraudulent manner.
Service availability may occasionally deviate from stated hours due to downtime for systems and server maintenance and observed UK public holidays. The Company cannot guarantee that some delay may be experienced while answering your Support Issue - as support issues fluctuate, so too will response times – we do however aim to respond to all Support Issues within six working hours.
Whats Covered By Support?
Support is provided in respect of the following product areas: client installation, software upgrade assistance, basic usability & functionality, initial server installations for client servers, training videos, as described in the Software product documentation.
Whats Not Covered?
The Support Services to be provided by The Company exclude the following:
i. The correction of errors or defects in the Software caused by operation of the Software in a manner other than that specified or intended by The Company;
ii. The correction of errors or defects in the Software caused by any modification, revision, variation, translation, or alteration of the Software not authorised by The Company;
iii. The correction of errors or defects in the Software caused by the use of computer programs not approved by The Company;
iv. The correction of errors or defects in the Software caused by the failure by you to provide suitably qualified and adequately trained staff for the operation of the Software;
v. The rectification of defects or errors in the Software caused by a fault in the equipment on which the Software operates;
vi. The correction of connectivity issues caused by third-party services, service providers, hardware or software (including FileMaker Pro), or networking problems;
vii. Inquiries on application consulting or training;
viii. Backup or maintenance of server or client computers or applications running the Software;
ix. The correction of defects or errors in the Software arising directly or indirectly out of your failure to comply with this Agreement, or any other agreement between the parties relating to the Software;
x. On-site support at your premises;