We’ve had some queries regarding SLA’s when performing tonic feature requests so we would like to take some time to clarify.
Support tickets are to be raised when something happens to the system that directly affects the working day – such as error messages, slow system and emails not working. These will we dealt with within 24 hours of receiving the ticket depending on the seriousness of the problem.
Feature requests are to be raised when you want to change something with your system – such as adding a drop down box, adding a new level of access, adding a new report. These are often free depending on your chosen package and are dealt with in the order that they are received with no specific timescale and we reserve the right to refuse the request.
You can also sponsor feature requests at £90/hr + vat regardless of your package, this would mean that your development would be fast tracked.
In short:
Support Tickets – Highest Priority – Submit at portal.tonicpower.co.uk, email support@tonicpower.co.uk or call 03333353533
Sponsored Feature Requests – Submit at portal.tonicpower.co.uk, email features@tonicpower.co.uk or call 03333353533, make sure that you mention you want to sponsor the request.
Included Feature Requests - Submit at portal.tonicpower.co.uk, email features@tonicpower.co.uk or call 03333353533
Office hours for telephone calls are 9am – 5pm Monday - Friday
Regards,
Laura
Wednesday, October 5, 2016
