Michalsons supports the users of its programmes and software. These technical support service levels and terms apply. This is in addition to the other terms and policies in our trust centre.
Service requests
We provide telephone and email support from 9 a.m. to 5 p.m., Monday through Friday, excluding public holidays (business days). We will act on any calls and emails we receive outside of business hours the next business day.
Response times
We will respond to technical service-related incidents or requests you submit within the following time frames:
| Priority level | Priority description | Time to respond to incident or requests |
|---|---|---|
| Critical | Services being offline or errors that render the services or a significant portion of the services unusable and no immediate means of circumvention is available | 0-4 business hours |
| Serious | An error or group of errors that renders certain significant and fundamental features or portions of the services unusable and no immediate means of circumvention is available | 24 hours |
| Low | A group of errors that renders use of the services or any portion of it difficult and for which a means of circumvention are available to the end user | 48 business days |
Additional support
Technical support does not include services such as:
- legal support and advice
- assistance with how to use the software (this is covered in onboarding)
- configuring and customising the software
- importing and exporting data
- template configuration
We charge for these separately and our Terms of Service apply.