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| summary | Support SLAs |
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Support Response Times | Business Hours | Sources | Fixes and Improvements | Priority Process |
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Expect a response to support requests within 1 business day (24 hours). | Monday to Friday (except for major UK holidays) 9am - 5pm. |
The following sources are monitored for requests in priority order.
We respond to all requests submitted as tickets created directly through our public Service Desk |
.Email to support@tempoio | There is no specific response time for bug and improvement requests, but they are reviewed regularly for consideration to be included in a future release. If you need a response urgently, change the issue type to a support request. Fixes and improvements are made in the next released version of our apps based on need and capability. | Incoming triage and serious bugs take precedence over other requests. Requests are prioritized based on criteria including but not limited to: Importance to customer. Customer has valid maintenance SEN (Support entitlement number - purchase or evaluation). Availability of acceptable workarounds. Grouping with other related work. Backlog issues are reviewed for a planned add-on release and backlog issues with current activity take precedence. Scope and risk of change.
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| Aura divider |
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| summary | Aura Divider |
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