Support Services Policy

Thank you for using Solomon. We aim to make local intelligence personal and easy and to provide you with tools to manage and extract value from your data. 

We believe that great software walks hand-in-hand with great service. We are committed to following and evolving best practices to support this goal. This policy sets out our support services, process and promises and aims to answer all your questions. If there is something missing, please contact us directly and we will provide the information you need: support@mysolomon.co.uk.

Last Updated: 15 November 2016


Support Promises

We promise to do everything we can to ensure that Solomon is online and available to use ("uptime") 98% of the time.

We promise to deal with support requests and find solutions to any problems our customers identify, as fast as possible.


How to Request Support

The users of Solomon can access support in the following places:

  • Our Support Desk: support@mysolomon.co.uk 
  • Via the Live Chat facility built into our software
  • Our online Helpdesk: coming soon
  • Our online Knowledge Base: coming soon

Our Support Desk is open from 09.00 GMT until 18.00 GMT from Monday to Friday.

Premium support options, like onsite training, can be arranged by contacting our sales team: sales@mysolomon.co.uk.


How We Deal With Support Requests

Processing Requests

Where possible, support requests made during Support Desk opening hours will be processed on the same day. Where this isn’t possible, or the support request is made outside of these hours, the request will be processed the following day. When a request is processed, it is assigned unique reference number which we will share with you.

Severity Levels

Each support request will be graded according to the level of severity, based on the information contained in the request. Our severity ratings are Low, Medium, High and Critical.

Response Times

Where a request is Critical, we will respond within 24 hours. Where a request is High, we will respond within 48 hours. We will aim to respond to all remaining requests within 48 hours although this might not be possible during busy periods.

Issue Resolution

It is the nature of new technology like Solomon that problems are hard to foresee and the work involved in solving them isn’t easy to estimate. When asked, we will do our best to provide estimates for resolving issues and will always strive to resolve issues as quickly as possible.

Escalation

If you are unhappy with the support you have received, please contact our support team and ask for the matter to be escalated. The matter will be passed onto a senior team member within 24 hours, who will respond to you directly: support@mysolomon.co.uk

Enhanced support services and shorter response times can be arranged. Please contact our sales team for more details: sales@mysolomon.co.uk


Changes to Support Services Policy

We may revise the Support Services Policy from time to time. If a revision is material, as determined solely by us, we will notify you, for example via email. The current version will always be posted to our Support Services Policy page.

If you have any questions about this Support Services Policy, please contact us at support@mysolomon.co.uk.