Support Policy
Everything you need to know about platform support.
Last updated
Everything you need to know about platform support.
Last updated
This policy explains the support structure and processes in place for platform subscribers/accounts.
Get platform support in three ways:
;
.
The platform Knowledge Base contains a wealth of information and answers to most questions. Select the book icon from the backend to open docs, and use the search option to find your answers quickly.
Responses are usually issued within 24 hours (Mon-Fri, 9am-5pm). Please refer to the #issue-types-and-resolution-times
Escalated tickets will be typically be attended to Mondays to Fridays during the hours of 09.00 to 17.00, South African Standard Time (SAST).
A Solutions Architect can assist with integrations, webhooks and complex solutioning. The Solutions Architect services may be offered by either the Platform Provider or Operator at an hourly rate (pricing made available on request).
Availability. The Solutions Architect may be available upon request and without prior notice.
The Solutions Architect role may include, but is not limited to:
Implementation and Integration Solutioning
Technical Consulting
Technical Sales Guidance
Technical Documentation
Platform Security Consulting
Platform Infrastructure Consulting
Technical Policy Development
Implementation Guidance
Integration Guidance
API Guidance
New Feature Implementation
Bespoke Feature Development
Licensee technical support and error handling
Innovation Investment
Other services/attendances which may be agreed to between the parties
Resolve is the built-in chat tool where you can submit tickets to get help. Use if you are unable to solve an issue, suspect there may be a bug, or have a question about the platform that is not available in the documentation. If you are unable to solve an issue, you can escalate it on Resolve using /escalate. You may be asked to supply further details about the issue.
A support ticket describes the issue you are having and allows you to share and track that issue with your support provider. Tickets are posted on the platform's tool, and can be .
Anyone on the account can submit support tickets via the tool or directly via their .
When a ticket is submitted on Resolve it is automatically escalated to the 's account (as well as to anyone who has been assigned the support role). The and/or the assigned Support Contact will be alerted (via email and a platform notification) and will respond via the Resolve chat.
App users have access to the docs. In the app account/profile section, app users can access a support link to get in touch with the . End-users do not use Resolve to submit tickets, but if a sets up their own ticketing system, then app users can post tickets there.
Subscribers support their End-Users. The Platform is responsible for supporting their own end-users, but may outsource this service to their upon such agreement. should aim to be familiar with the platform and equipped to handle most queries not identified as errors.
âž¼ Ticket created by any platform account user () âž¼ submits ticket on Resolve âž¼ Ticket received by âž¼ resolves the ticket or escalates it to âž¼ âž¼ assigns and replies to Platform Operator âž¼ communicates with until the issue is resolved.
Depending on the subscription plan or agreement, you may have access to a dedicated support person or team. All subscribers have access to to ask for personal assistance.
are responsible for providing adequate platform guidance and training to their .
There are three primary
External issues. The and do not typically support any issues that are due to: connectivity/ISP provider issues, email issues, third party software, and/or end user incorrect app use, custom requests and/or custom scope work.
The platform is a Software-as-a-Service and is generally provided as-is. In the interest of platform improvement, regular updates and new features are developed. Isolated features and custom development may on occasion be accommodated at an additional fee. Custom development that is worked into the platform's core technology is made available non-exclusively to the .
Custom requests and consultations. When integration and/or custom requests are made, consultation with a may be needed.
Feature Request. This can be any request submitted by the to the for a platform feature change or new feature development. Such a request will need to be scoped and scheduled into production at the discretion of the . Feature requests may include an implementation fee and/or a development cost.
Custom Request. This is a request that is related to a single 's specific need. For example, a needs a certain feature that will not be adopted across the platform. Any custom requests will begin with a at the expense of the Subscriber.