TABLE OF CONTENTS
- How To Contact Us
- General Support
- Emergency Support (raise a 'P1')
- Support Service Level Agreement
- Labour Request Service Level Agreement
How To Contact Us
General Support
| Source | Description | Purpose | 1st Level Triage | 2nd Level Triage | 3rd Level Triage | Initial Priority |
| Admin and Technical Support | ||||||
| support@airangel.com | Catch all | 1st Line Team | General Triage Group | None | Medium | |
| customerSupport@airangel.com | Direct Customer | 1st / SaaS Support Team | SaaS Support Group | 1st/2nd Line Team | Medium | |
| Portal | Customer Support Portal | Admin Problem | SaaS Support Team | SaaS Support Group | Admin Support Team | Medium |
| Portal | Customer Support Portal | Technical Problem | Engineer Team | Engineers Group | Engineers | Medium |
| Phone | +44 330 223 6481 | General | 1st Line Team | Manual | Manual | Medium |
Emergency Support (raise a 'P1')
| Source | Description | Purpose | 1st Level Escalation | 2nd Level Escalation | 2nd Level Escalation | Initial Priority |
| Phone | +44 330 223 6481 | Emergency / Urgent | First line 24/7 | On Call Engineer | Escalation Group | Urgent (P1) |
Support Service Level Agreement
Service Incidents, Service Request and Change Requests are allocated to a priority based on the severity and impact to your business. This ensures that, should you experience an issue with the EMEA Gateway platform, we resolve it within the target Time to Resolve in the table below. Where appropriate, we may increase or decrease the priority of a ticket to meet the criteria below.
| Priority | Description | First Response | Time to Resolve |
| Urgent (P1) | A complete loss of service with significant risk to reputation, revenue or security, for which no work around exists | 1hr | 4hr |
| High (P2) | A significant disruption to service, or loss of a subsystem | 2hr | 24hr |
| Medium (P3) | A minor disruption to service | 4 hr | 48 hr |
| Low (P4) |
| 1 day | 5 days |
Labour Request Service Level Agreement
| Priority | Description | First Response | Time to Resolve |
| Standard Change | Changes or enhancements that do not require technical approval and are not subject to Change Control
| 1 business day | 5 business Days |
| Non-Standard Change | Changes to implementation, configuration or setting that require technical approval and are subject to Change Control | 2 Business Day | 10 business Days |
| Development Request | Changes that require the specification, coding and testing of new or amended functionality | 5 business Days | Subject to bespoke agreement |
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