Event Software Support
Silverbear support and maintenance services are designed to give you the assurance you need that your product solution will continue to operate effectively and allow you to benefit from new developments from this market leading solution.
How Support Works
When you contact support your ticket will be assigned a Priority level, Ticket Owner and Ticket Status.
SETTING PRIORITY LEVELS
When assigning a Priority Level to a ticket we use the following grid to identify and define the level applicable for a ticket. When you log a ticket via our support portal or via email to help@silverbear.com the default priority level set is 3. If you believe your ticket should be of a higher priority please state this in your initial ticket.
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Impact Priority
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Description
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Response Time
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Best Effort Incident Resolution Time
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Priority 1 - Critical
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Major loss of Service(s)(All users affected and unable to continue working)
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1 Working hour to respond with initial diagnosis
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8 Working Hours
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Priority 2 – High
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Loss of or severely restricted/degraded service
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4 Working hours to respond with initial diagnosis
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16 Working Hours
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Priority 3 – Medium
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Partial loss or degradation of service
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8 Working hours to respond with initial diagnosis
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32 Working Hours
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Priority 4 – Low
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Minor Degradation of Service
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2 Working days to respond with initial diagnosis
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5 Working Days
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Priority 5 – Non Urgent
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Non service affecting or questions or queries
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2 Working days to respond with initial diagnosis
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Support Portal
One of the tools that you can use to monitor your organisations activity with Silverbear support is the Support Portal. You can access this portal at https://support.silverbear.com.
When you log into the support portal you can create new tickets, add notes to existing tickets and view notes placed on the ticket by Silverbear.
Once set up by your Support portal administrator, you can view all tickets for your organisation and these are grouped by ticket status.
Contact Support
There are several ways to contact the Silverbear support team. When using any of these methods it is recommended to have as much detail on the ticket you are raising as possible. This will help speed up the investigation and resolution of your issue.
You can contact support using the following methods:
Telephone : 01483 409 413
Email : help@silverbear.com
Online web portal : https://support.silverbear.com
Hours of operation : 08:00 – 18:00, Monday to Friday, excluding Bank Holidays.