Support SLA

Safe Space Technology will provide technical support and maintenance service for all Safe Space Technology-related platforms, mobile applications, services and products. This includes troubleshooting issues, answering how-to questions, diagnosing errors, and helping configure and customise our products and services.

1. Support Channels

   1. Phone support: Available Mon-Fri 8 am-6 pm BST (excluding holidays)

   2. Email support: Monitored 8 am - 10 pm BST

   
   
   

2. Response Times:

   1. Critical issues blocking production systems: 2-hour response

   2. High-severity issues heavily impacting users: 1 working day response

   3. Medium-low severity issues somewhat impacting users: 2 working day response

   
   

3. Escalation

   1. All concerns are routed directly to an assigned Account Manager in the first instance, if an issue is not resolved within the set response time, it will be escalated to the Customer Success Director. 

   2. You will have the opportunity to escalate, at your request, any issue to management

   
   

4.  Security

   1. All customer data is encrypted in transit and at rest. Support agents must adhere to confidentiality agreements. 

   
   

5. Capacity

   1. Unlimited capacity within your agreed user licence numbers

   2. Usage is limited to the purpose for which the software is provided