Support SLA

This page describes our Service Level Agreement (SLA) targets.

Response Times

Expect a response to support requests within 1 business day (24 hours).

Business Hours

Monday to Friday (except for major UK holidays) 9am – 5pm.

Sources

The following sources are monitored for requests in priority order.

  1. Support tickets created directly through our public Service Desk.
  2. Email to support@oldstreetsolutions.com

Fixes and Improvements

Priority Process

Incoming triage and serious bugs take precedence over other requests. Requests are prioritized based on criteria including but not limited to:

  1. Importance to customer.
  2. Customer has valid maintenance SEN (Support entitlement number – purchase or evaluation).
  3. Availability of acceptable workarounds.
  4. Grouping with other related work. Backlog issues are reviewed for a planned add-on release and backlog issues with current activity take precedence.
  5. Scope and risk of change.