SLAs (Service Level Agreements) are exclusive to our Enterprise/Bespoke plans.
This guide explains how to contact Sign In Scheduling support if you have an SLA.
Ticket severity
When contacting Sign In Scheduling support, please specify the severity of your ticket. The ticket severity levels are explained below.
MAJOR | Service unavailable, severely inhibiting business operations for a large number of users |
CRITICAL | Service degradation, significantly inhibiting business operations for a large number of users |
MINOR | Service degradation, allowing a continuation of normal business |
NORMAL | User enquiry about functionality |
Response times
During office hours, you can expect the response times detailed below.
Ticket Severity | Initial Response Time | Detailed Response Time* |
MAJOR | 1 hour | 2 hours |
CRITICAL | 2 hours | 4 hours |
MINOR | 12 hours | 24 hours |
NORMAL | 24 hours | 72 hours |
*A detailed response is an email to let you know when we expect the issue to be resolved, or to provide you with more information about the issue and what can be done to resolve it.
Outside of office hours, you can expect the response times detailed below.
Ticket Severity | Initial Response Time | Detailed Response Time |
MAJOR | 2 hours | 4 hours |
CRITICAL | 4 hours | 8 hours |
MINOR | 24 hours | 48 hours |
NORMAL | 36 hours | 72 hours |
How to contact Sign In Scheduling support
To report an issue corresponding to any of the above ticket severities, please reach out to the support team via:
Email ([email protected])
Live Chat (via the 'Support' bubble in the bottom-right of Sign In Scheduling)
Phone (UK: +44 1223 790475, US: +1 (424) 414-2433)
IMPORTANT: When raising a new or additional SLA issue via email, please make sure to create an entirely new email, rather than updating a pre-existing email's title. Due to the way our ticketing system works, failure to do so may result in new issues not being properly flagged to our support team.
Add the ticket severity, in brackets, into the subject line of your message (e.g. "[Normal] How do I set up my working hours?").
Please make sure to include as much detail as possible in your message so that we can begin our investigations promptly.