What’s the expected response time?

PAYG Support is available in normal Irish Standard Time business hours, Monday to Friday (9.00 – 5.30 pm), excluding Public Holidays. Response times are measured from the time you create the PAYG Support Ticket by emailing [email protected] or contacting Automsoft Support through the Automsoft website here.

 

Priority LevelDescriptionInitial Response TimeCompletion DeadlineAdditional Requirements
Severity 1Software Failure has a critical impact on your business1-4 hours24 hoursAutomsoft shall immediately and continuously work on the problem until a Resolution is provided.
Severity 2Software functionality is severely impaired, having a critical impact on your business operations.1-4 hours48 hoursAutomsoft shall immediately and continuously work on the problem until a Resolution is provided.
Severity 3Software operates with impaired functionality or causes degraded performance without having a critical impact on your business operations.1 Business day3 Business days
Severity 4Software defect causes minor inconvenience.1 Business dayWith next release of the product