Support Policy
Everything you need to know about platform support.
This policy explains the support structure and processes in place for platform subscribers/accounts.
Subscriber Support at a Glance
How can I get platform support?
Get platform support in three ways:
What is the Knowledge Base?
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.
What is Resolve?
Resolve is the built-in chat tool where you can submit tickets to get help. Use Resolve 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.
What is a ticket?
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 Resolve tool, and can be escalated.
Who submits tickets?
Anyone on the Subscriber's account can submit support tickets via the Resolve tool or directly via their Support Contact.
Who receives my tickets on Resolve?
When a ticket is submitted on Resolve it is automatically escalated to the Platform Operator's account (as well as to anyone who has been assigned the support role). The Platform Operator and/or the assigned Support Contact will be alerted (via email and a platform notification) and will respond via the Resolve chat.
Can the end-user / app user submit tickets?
App users have access to the App Help docs. In the app account/profile section, app users can access a support link to get in touch with the Subscriber. End-users do not use Resolve to submit tickets, but if a Subscriber sets up their own ticketing system, then app users can post tickets there.
Who supports the end-users (app users)?
Subscribers support their End-Users. The Platform Subscriber is responsible for supporting their own end-users, but may outsource this service to their Platform Operator upon such agreement. Subscribers should aim to be familiar with the platform and equipped to handle most queries not identified as errors.
How long will I wait for a response to my ticket?
Responses are usually issued within 24 hours (Mon-Fri, 9am-5pm). Please refer to the Support Policy
What is the ticket escalation process?
âž¼ Ticket created by any platform account user (Subscriber) âž¼ submits ticket on Resolve âž¼ Ticket received by Platform Operator âž¼ resolves the ticket or escalates it to âž¼ Platform Provider âž¼ assigns severity level and replies to Platform Operator âž¼ Platform Operator communicates with Subscriber until the issue is resolved.
What are the Support Hours
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).
Who is my Support Contact person?
Depending on the subscription plan or agreement, you may have access to a dedicated support person or team. All subscribers have access to Resolve to ask for personal assistance.
Who provides platform training?
Platform Operators are responsible for providing adequate platform guidance and training to their Subscribers.
Support Roles
There are three primary support roles:
Support Restrictions
What is typically excluded from support?
External issues. The Platform Provider and Operator do not typically support any issues that are due to: connectivity/ISP provider issues, email issues, third party software, Subscriber and/or end user incorrect app use, custom requests and/or custom scope work.
What if I have a feature request?
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 Subscriber.
How can I get integration support?
Custom requests and consultations. When integration and/or custom requests are made, consultation with a Solutions Architect may be needed.
How are feature and custom requests handled?
Feature Request. This can be any request submitted by the Platform Operator to the Platform Provider 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 Platform Provider. Feature requests may include an implementation fee and/or a development cost.
Custom Request. This is a request that is related to a single Subscriber's specific need. For example, a Subscriber needs a certain feature that will not be adopted across the platform. Any custom requests will begin with a Solutions Architect consultation at the expense of the Subscriber.
What is a Solutions Architect?
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
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