Support Response Times and Service Levels

We have created 3 service levels for support queries which are divided up as follows:

1. User Support

All of our customer websites are installed on our own open source content management platform. It is pretty intuitive but maybe you're experiencing an issue uploading an image or embedding a video and you need us to help you. If this is the case your first port of call should be the video tutorials:

http://vimeo.com/channels/crowdcms

However, there may be a piece of content which is "hard-coded" into your website and isn't editable within the CMS so you need one of the support team to help you. In which case please raise a support ticket (click on the link in the top-right hand corner of this page) and we will get back to you with a reply within 3 working days.

2. Bug Fixes

Bug fixes usually present themselves in the form of a 400+ or 500+ server error or a javascript error in the CMS console. If this happens it is more serious because it is likely stopping you from getting done whatever it is you want to get done.

However, this is not considered to be urgent. In order to schedule work accordingly bug fixes need to be slotted into whatever projects we are currently working on. If we stop working on these projects to fix bugs it can become quite disruptive to our workflow and inconvenience other customers.

As per user support issues, please raise a support ticket using the following web address:

https://hostpipe.zendesk.com/hc/en-gb/requests/new

We can then respond to the support ticket and assign it with the appropriate "priority".

We aim to respond to queries about bug fixes within 1 working day and fix it within the next 1-2 working days. The key thing is we will do our best to keep you notified about our progress.

3. Mission Critical

This is when then server or your website is down completely. It is likely that we already know about it because we monitor all of our customer websites by pinging them every 5 minutes to see if it is working.

This means that we are probably already working on a solution, but in this instance call us on 01453 884100. In this instance we will reassure you that we are working on the problem as a matter of urgency and try to get you off the phone as quickly as we can so that we can actually work on and resolve the problem.

There will normally always be someone in the office during weekdays 9am to 5pm. Our telephones automatically switch to answerphone after 5pm, but leave a message as it is emailed to us outside of these hours.

We can work on mission critical problems outside of normal office hours, and have a dedicated technical team on-site with our server 24/7 should the unexpected happen.

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