AccroPress Support
No matter what plan you are on with us, we provide unlimited support for all of your queries relating to the CMS system and other linked services. We offer three SLA levels depending on severity*, the details of which can be found below.
Outside of SLAs, we try to respond to all support requests within 1 business day. We are located in Loughbrough, United Kingdom and our official support hours are from 9AM - 5PM, Monday - Friday in the GMT timezone.
Urgernt Severity Support Queries
Any issue that has high visibility and causes downtime without any known workaround that is affecting a user's ability to use the system and performs its business.
Response Time: 1 Business DayHigh Severity Support Queries
Any issue that has high visibility and causes downtime but a workaround is available. These issues may result in degraded performance but the user should still be able to use the system effectively, if not a bit slower.
Response Time: 2 Business DaysNormal Severity Support Queries
The issue may be affecting a small number of users with an available workaround. These issues may result in degraded performance but the user should still be able to use the system effectively, if only a bit slower.
Response Time: 3 Business DaysLow Severity Support Queries
The issue may be affecting a small number of users with an available workaround or no workaround is required.
Response Time: 5 Business Days