Agend Support Tickets

Clients with an Agend Support Desk Package have access to log support questions or requests:

  • Questions - How to help not covered in our knowledge base.
  • Diagnostic support - agend offered products.
  • Requests for change of existing products or services or support issues.

Where a support ticket results in a request for change, and that change is greater than 5 hours or requires a development it may be directed to the project team in which case it must be scheduled accordingly. Standard project rates apply.


General Usage - Priority definition categories

When submitting tickets selecting the correct priority is important to ensure you request is handled appropriately.

We respond to the submitted ticket based on the urgency indicated by the Customer at the time of ticket and the customers Managed Service Level Agreement requirements.

 Priority
 Description
 High
Customer’s production system is operating but issue is causing major disruption to business operations;

A workaround can’t be used for an extended period. This is the highest priority available for development and help desk questions
 Medium
Customer’s system is operating and the issue’s impact on business operations is moderate to low;

A  workaround or alternative is available to continue business processes.
 Low
Issue is a minor inconvenience and doesn’t impact business operations in any significant way.

An issues with little or no time sensitivity or business impact.
 No Priority
 A question is raised where a simple answer is required.

Submitting a High Priority request
For issues or questions that meet the high urgency priority customers must call our dedicated support line.  This support is only available to customers with critical support service agreement.

Requests should be called through to our support line on tel:08 7120 8888 and logged as a Support Request ticket through the support request portal.


Overview of Service and Support

 Service
 Starter
 Basic
 Business
 Critical Support *
 
 ✔
 ✔
 High Priority
✔
 ✔
 ✔
 Medium Priority
✔
 ✔
 ✔
 Low Priority
✔
 ✔
 ✔
* Monday to Friday within the customers support agreement terms

Out of scope application support
The following applications are not supported by Iugo or Agend. Although you may choose to install or implement these applications as part of a comprehensive solution or environment we cannot troubleshoot non-supported applications.

  • Custom 
  • Third Party Plugins
  • Custom Themes
  • Legacy or Outdated Plugins
  • Hardware