Response times for:
- Technical Issues (e.g. an issue you are experiencing in the system)
- Other Requests (e.g. data requests, general questions, additional training)
Technical Issues
Note that the Support team may adjust the priority of reported issues based on available workarounds.
|
Priority |
Definition |
Response Time |
Resolution |
|
Blocker |
Flare platform is inaccessible for all Users. |
Immediate |
Immediate |
|
Urgent |
Key feature of the platform is unavailable for most Users and there is no reasonable workaround |
Within 1 hour |
Within 12 hours |
|
High |
Key feature of the platform is unavailable for most Users and there is a reasonable workaround |
Within 2 hours |
Within 48 hours |
|
Normal |
Service performs with loss of some functionality with minimal impact on Users |
Within 4 hours |
Within 1 week |
|
Low |
Request for training or additional information |
1 business day |
Within 2 weeks |
Other Requests
|
Type |
Definition |
Response Time |
Resolution |
|
Data Request |
An action that Flare completes on behalf of the customer relating to substantial data changes |
Within 4 hours |
We strive to action data requests within three working days however complex requests may take longer. |
|
General Question |
Enquiries regarding configuration changes or uncertainty on how to manage a process in the platform |
Within 4 hours |
Information provided within three working days |
|
Consulting Request |
User or group of Users require training or configuration work beyond self-help resources. |
Within 1 day |
Statement of Work provided within three working days |
Definitions:
- Response shall mean communicating with the customer via Zendesk to acknowledge the issue.
- Resolution shall mean that Flare HR has resolved the issue or provided a reasonable workaround and notified the customer via Zendesk.
SLA’s may extend for non-urgent issues during peak periods of the year, typically Easter, end of financial year, Christmas, or short working weeks due to public holidays.
