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Ideagen Mail Manager • Enterprise Service Level Agreement (SLA)
Who is this article for?
Customers requiring support with Ideagen Mail Manager • Enterprise.
Active Support contract or Success Plan is required.
Our services encompass both system usage and implementation guidance, along with troubleshooting any issues you may encounter.
You can access support through Ideagen Luminate by submitting a ticket 24 hours a day, 7 days a week.
Looking for phone support?
If you're a Premier customer, you can call us whenever you need personalised help.
If you're not a Premier customer yet, contact your Account Manager to explore how Customer Success Plans can elevate your support experience.
1. Triage
Our Support team operates a risk-based triage process to prioritise requests.
This is based on the impact on end users and the severity of the issue or query, as defined by the person reporting the issue.
By default, you will be on the Classic contract. If you have signed up to one of our Success Plans, select it below for more information about the triage process and associated first response times.
First response times
| Urgent | High | Normal | Low |
|---|---|---|---|
|
1 hour |
2 hours |
8 hours |
12 hours |
All hours listed above are business hours. Where a permanent fix is not possible, we aim to provide a workaround.
Triage matrix
|
Impact → Severity ↓ |
1 user | 2-3 users | 4+ users | All users |
|---|---|---|---|---|
| Question | Lowest | Lowest | Lowest | Lowest |
| Non-critical issue | Low | Normal | Normal | Normal |
| Problematic behaviour | Normal | Normal | High | High |
| Component failure | Normal | High | High | Urgent |
| System outage | High | High | Urgent | Urgent |
First response times
| Urgent | High | Normal | Low |
|---|---|---|---|
| - |
1 hour P1 |
8 hours P2 |
48 hours P3 |
All hours listed above are business hours. Where a permanent fix is not possible, we aim to provide a workaround or a plan of resolution within the timelines stated.
Triage matrix
|
Impact → Severity ↓ |
1 user | 2-3 users | 4+ users | All users |
|---|---|---|---|---|
| Question |
Low P3 |
Low P3 |
Low P3 |
Low P3 |
| Non-critical issue |
Low P3 |
Low P3 |
Low P3 |
Low P3 |
| Problematic behaviour |
Normal P2 |
Normal P2 |
Normal P2 |
Normal P2 |
| Component failure |
Normal P2 |
Normal P2 |
Normal P2 |
High P1 |
| System outage |
Normal P2 |
High P1 |
High P1 |
High P1 |
First response times
| Urgent | High | Normal | Low |
|---|---|---|---|
| - |
1 hour P1 |
4 hours P2 |
8 hours P3 |
All hours listed above are business hours. Where a permanent fix is not possible, we aim to provide a workaround or a plan of resolution within the timelines stated.
Triage matrix
|
Impact → Severity ↓ |
1 user | 2-3 users | 4+ users | All users |
|---|---|---|---|---|
| Question |
Low P3 |
Low P3 |
Low P3 |
Low P3 |
| Non-critical issue |
Low P3 |
Low P3 |
Low P3 |
Low P3 |
| Problematic behaviour |
Normal P2 |
Normal P2 |
Normal P2 |
Normal P2 |
| Component failure |
Normal P2 |
Normal P2 |
Normal P2 |
High P1 |
| System outage |
Normal P2 |
High P1 |
High P1 |
High P1 |
First response times
| Urgent | High | Normal | Low |
|---|---|---|---|
|
20 minutes P1 |
1 hour P2 |
5 hours P3 |
- |
All hours listed above are business hours. Where a permanent fix is not possible, we aim to provide a workaround or a plan of resolution within the timelines stated.
Triage matrix
|
Impact → Severity ↓ |
1 user | 2-3 users | 4+ users | All users |
|---|---|---|---|---|
| Question |
Normal P3 |
Normal P3 |
Normal P3 |
Normal P3 |
| Non-critical issue |
Normal P3 |
Normal P3 |
Normal P3 |
Normal P3 |
| Problematic behaviour |
High P2 |
High P2 |
High P2 |
High P2 |
| Component failure |
High P2 |
High P2 |
High P2 |
Urgent P1 |
| System outage |
High P2 |
Urgent P1 |
Urgent P1 |
Urgent P1 |
2. SLA exceptions
Exceptions to the SLA time may include:
-
Software Issues (e.g. bugs, defects, design issues)
Turnaround time and delivery method of software fixes or changes is based on the severity of the issue.
Should your issue be confirmed as requiring development input, the Support team will provide an estimate as to when the issue will be resolved by way of solution update or workaround. Your support ticket will remain open until the issue is resolved. -
Enhancements
Enhancement or wish list requests to make changes to the solution will be reviewed on a case by case basis.