Support options¶
We know how important it is to resolve issues quickly, which is why we make all reasonable efforts to meet or exceed the stated response times for issues within our scope of support.
Our response times are measured from the moment an issue is formally reported to Enclave through one of the approved support channels.
Table 1: Severity levels and target first response times
| Severity level | Description | Standard response | Priority response |
|---|---|---|---|
| Critical | Full outage; data breach, or other major security incidents affecting all users | 4 business hours | 4 business hours |
| High | Partial outage; a user or group of users experiencing service disruptions | 1 business day | 4 business hours |
| Normal | No outage; routine support items with no service disruption or degradation | 1-2 business days | 1 business day |
Business hours are 9am-5pm Greenwich Mean Time (GMT), Monday through Friday.
Standard support¶
We offer standard support to all customers in English via Email and Slack-based channels, available from 9am to 5pm GMT, Monday through Friday. Table 1 outlines the target initial response times for standard support customers
Priority support¶
For customers with Priority support, issues are prioritised, and our team responds as quickly as possible within an accelerated timeline. We offer priority Email and Slack-based support in English between 9am-5pm Greenwich Mean Time (GMT), Monday through Friday. Table 1 shows our initial response times for customers with Priority support.
Priority support also includes:
- Priority bug fixes
- Priority consideration of feature requests
- Co-managed gateway deployment support
Scope of support¶
We will do our best to resolve any issues you encounter, but we can't help with everything.
Our support team provides assistance for issues directly related to the deployment, configuration, and operation of Enclave software and services. This includes help with installations, troubleshooting connectivity, and resolving software performance issues. We can also offer guidance on best practices for using Enclave features. However, issues related to third-party services, system administration, or general device maintenance fall outside the scope of our support.
Last updated Oct 8, 2024