Support for the Ignis Suite

Modified on Wed, 27 Nov, 2024 at 10:53 AM

Introduction

Welcome to Ignis Technologies' Support Services! This article outlines the various support options available to our customers and how to effectively contact our service desk for assistance. Our goal is to ensure a smooth and efficient resolution to any issues you might encounter.

Contacting Ignis Technologies Service Desk

Email Support

You can raise service requests by sending all relevant details to support@ignistechnologies.co.uk. Upon receipt, a case number will be issued, which will be used to track all further correspondence related to your issue.

Service Desk Portal

A dedicated service portal is available for all customers to raise and track service requests. You can access the portal at https://support.ignistechnologies.co.uk. The portal also contains a comprehensive knowledge base for self-service, product training, and best practices.

Telephone Support

Limited support is available over the telephone during our standard working hours (9 AM - 5 PM, Monday to Friday). Please use the contact number provided in your welcome email or on our support page to reach out.

Response and Resolution Times

We categorize support requests based on their urgency. Here are our response and resolution targets:

Urgency Level	Definition	Initial Response Time	Target Resolution Time
Critical (P1)	Entire system outage, critical functionality not working, severe impact on business operations.	Within 1 hour	4 hours
High (P2)	Major functionality impaired, significant impact on business operations.	Within 2 hours	12 hours
Medium (P3)	Non-critical functionality issues, moderate impact on business operations.	Within 8 hours	24 hours
Low (P4)	Minor issues, cosmetic issues, or general inquiries.	Within 1 business day	3 business days
Feature Request (P5)	Requests for new features or enhancements.	Within 3 business days	Evaluated and scheduled/rejected within 10 business days

Maintenance Windows

Planned Maintenance

Planned maintenance is conducted during scheduled maintenance windows. Notifications are provided at least 48 hours in advance.

Unscheduled Maintenance

Unscheduled maintenance is performed outside of normal business hours whenever possible. Notifications are provided at least 6 hours in advance if feasible.

Information Required by Ignis Service Desk

To help us resolve your issues as quickly as possible, please provide the following information when raising a support request:

A detailed description of the issue.
Any changes, edits, or amendments made prior to the failure.
Steps to recreate the incident, if it can be replicated.
Any messages, warnings, or diagnostic information produced.

Customer Responsibilities

To ensure efficient and timely support, customers are expected to:

Provide a competent Project Manager / Single Point of Contact to interface with Ignis Technologies.
Supply all necessary information required to perform our obligations under the service agreement.
Ensure the environment where our solutions will be deployed is suitable, including adherence to relevant Data Protection legislation.
Deploy Anti-Virus software and Firewall solutions, configured to not inhibit the operation of our solution.
Provide internet access for the proposed solution.
Inform your organization about the solution implementation and facilitate training.
Ensure that any users identified to receive training are available at the agreed times.

Escalation Procedures

If your issue is not resolved within the designated resolution time, it will be escalated as follows:

Critical Issues (P1): Immediate escalation to the senior support team with continuous updates every hour until resolution.
High Issues (P2): Escalation to the senior support team if not resolved within 4 hours with updates every 2 hours.
Medium and Low Issues (P3 & P4): Escalation to a higher tier if not resolved within the designated resolution time with regular updates until resolution.
Feature Requests (P5): Initial evaluation within 10 business days, followed by regular updates on status and feasibility.

Conclusion

Our dedicated support team is here to ensure that any issues you encounter are resolved swiftly and efficiently. By providing detailed information and adhering to the guidelines above, you can help us serve you better. Thank you for choosing Ignis Technologies.