How to request support and our target response times.
This Support Policy & Service Levels document applies to all customers of FireCheckr, provided by Factor Technologies Ltd, where referenced in an Order Form or the General Terms.
This document describes:
This document does not apply to:
Support requests must be submitted via:
We classify support requests into the following severities using reasonable judgment. If a customer proposes a severity, we will take it into account, but the final severity classification is determined by us and may be adjusted as information changes.
A critical incident that prevents the customer from progressing core work in FireCheckr for most users, for example where FireCheckr is unavailable or core workflows required to perform on-site work are not usable (such as capturing notes, drafting reports, or validating reports), and there is no reasonable workaround. A security emergency involving confirmed or strongly suspected unauthorised access to customer data, or a confirmed major data integrity issue, may also be treated as Severity 1.
FireCheckr is available but a core workflow is severely degraded for a significant number of users, with no reasonable workaround.
Non-critical functionality is impaired, there is a workable workaround, or the impact is limited to a small number of users.
How-to questions, configuration guidance, feature requests, or minor cosmetic issues.
Business Hours means 09:00 to 17:30 UK time, Monday to Friday, excluding UK public holidays. A Business Day is any day on which Business Hours apply.
Support is available during the following hours:
The following are target response and update times. These are targets, not guarantees, and exclude time spent waiting for customer responses, third-party dependencies, or circumstances outside our reasonable control.
When targets start. The service level targets below apply once we have received sufficient information to begin triage. If key information is missing, we will request it and the targets apply once that information is provided.
Initial response means acknowledgement of the request, initial triage, and either initial diagnosis, a request for further information, or immediate mitigation steps.
| Severity | Initial Response Target | Update Cadence Target |
|---|---|---|
| Severity 1 | 1 hour | Every 4 hours until mitigated |
| Severity 2 | 4 business hours | Daily (business days) |
| Severity 3 | 1 business day | Weekly (business days) |
| Severity 4 | 3 business days | As agreed / as needed |
Workaround means an alternative method that enables the customer to continue the relevant core workflow without unreasonable burden.
Mitigated means the service is restored or a reasonable workaround has been provided.
To help us resolve issues efficiently, customers should include:
If a customer believes an issue is not being handled in line with the service level targets above, the customer may escalate by replying to the open support request with "Escalation requested" and a short summary of the impact. We will acknowledge escalation requests within one business day.
The service level targets in this document do not apply, or may be affected, where the issue is caused by or relates to:
We may perform scheduled maintenance to improve or maintain FireCheckr. Where reasonably practicable, we will provide advance notice of scheduled maintenance. Emergency maintenance may be required to address security risks, stability issues, or urgent defects; we will provide notice where reasonably practicable.
Security incidents involving customer data are handled in accordance with the Agreement and Data Processing Agreement (where applicable). Severity 1 security incidents are handled under the Severity 1 targets in this document.
We may update this Support Policy & Service Levels document from time to time. Updates will take effect in accordance with the change mechanism set out in the General Terms.