This page explains what levels of support are available and our response to the different priorities of issues.
Contents
Incident priorities
When you raise a support ticket with Matrix Booking, you’ll be asked what level of a priority the issue may be. These are defined as:
|
Priority |
Label |
Description |
|---|---|---|
|
1 |
Critical |
The whole system is down, no work around, major business impact. |
|
2 |
High |
Partial system down, workarounds available, medium to serious business impact. |
|
3 |
Medium |
No system down, but issue affecting 1 or more users, workarounds available, low business impact. |
|
4 |
Low |
General question or “how to”, advice on changes and set up, password resets and configuration changes. |
Note: if the wrong priority has been selected, our Support Team will change the priority and respond according to that priority.
Emergency priority 1 escalation
The process for emergency P1 incidents is as follows:
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The call is routed to our Out-of-hours Support Team.
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The call will be validated to confirm it’s a P1 incident.
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Our Support Team will convert this to a support ticket.
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An out-of-hours incident management process will be initiated to mobilise an incident team.
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This team will contact you directly to keep you updated with any and all progress.
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The live Status Page will also be updated regularly with any and all progress.
If you have a P1 incident, this can be raised using the 24-7 incident telephone lines:
Calls to the UK: +44 (0)203 951 8290
Calls to the USA: +1-833-886-1659 (toll free from within the USA)
Note: for any issues that aren’t a P1 priority, raise a support ticket .
Support level agreements
This table shows how we respond to each of the different priorities from a support ticket.
|
Priority |
Initial Response |
Commence Fix |
Update |
|---|---|---|---|
|
1 |
1 working hour |
8 working hours |
2 working hours |
|
2 |
4 working hours |
2 working days |
On request |
|
3 |
8 working hours |
10 working days |
On request |
|
4 |
Not via SLA |
||
Incident notifications
If 1 or more of our products or services are down, the details will be posted in real-time on our Status Page .
Email notifications with links to the page will be sent out to all Administrators that are on the Support distribution list. If you wish to add someone to this list:
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Select the search bar in the middle of the page (it has a magnifying glass in the text box).
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Begin to enter “release notes” in the search bar.
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Select the Release notes, news, and updates page .
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Navigate to the bottom of the page.
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Enter the email address in the Email Address text box.
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Select Subscribe.
Warning: enter 1 email address at a time. Multiple email address won’t be accepted at the same time.
Summary
If you have a support issue or a question or want something changed, raise a support ticket .
To see the current operational status of Matrix Booking, see our Status Page .
Contact your Account Manager if you:
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need to escalate anything
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are unhappy with any element of the service
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would like to talk about some of the other products and services we have