IRIS Cascade HR

Service Level Agreements (SLA's)

This is not a legal document; the scope of this document is to guide customers on how their engagement with IRIS Service will work. Target response and resolution times quoted here may vary from some customer contracts.

IRIS Cascade HR Help Center https://help.iris.co.uk/hr/cascade	IRIS Community Help Center https://help.iris.co.uk/servicecommunity
IRIS Service Community htps://www.iris.co.uk/iriscommunity	IRIS Service Community - Forgotten password https://www.iris.co.uk/communityforgotpassword

How do I initiate support?
We currently have three support channels available to you.

• Telephone

• Chat

• Case creation via community

• Knowledge Base

What hours are support available?
Our online Knowledge Base and Customer Service Community are available 24/7. Chat and Telephone support channels are available during our standard support hours of 9am to 5.30pm Monday to Friday, excluding Public Holidays.

What target response and resolution timescales should I expect?

• P1. Response = 30 mins, Resolve = 4.5 hours

• P2. Response = 60 mins, Resolve = 8 hours

• P3. Response = 4.5 hours, Resolve = 6.2 days

• P4. Response = 8 hours, Resolve = To be advised

• P5. = No SLA

  Our SLA clock is paused when we are waiting for a customer response. e.g., Case status = On Hold. You can see the case status in the community.

How do I know what priority to assign to my case?
You should assess your case against the following criteria and select what you believe is the right priority.

Prioritisation Definitions
P1. System unusable, critical impact on business operations
P2. Serious issue preventing key operations; time sensitive issue
P3. Key operations are impaired; no known workaround
P4. Operations are impaired but can be worked around
P5. Cosmetic issue or Technical Service Request

What will happen if I assign the wrong priority to my case?
The reason for assigning a priority against a case is so that our customers receive the right level of support. We need to be able to quickly identify urgent issues preventing essential business operations, over those where the impact is minimal.

If, and when necessary, the support team will adjust the priority assigned to the case and you will receive an email notification advising you.

If you feel the new priority assigned is incorrect, then please contact us with the information we need to select the correct priority. We can only work with the information supplied.

Why can’t I raise a P1 from the Customer Service community portal?
By definition a P1 should only be used if your system is unusable which has a critical impact on your business. In this instance the advice is to raise a Live Chat to ensure you are connected to an agent in real time.

• This ensures we can perform an immediate impact assessment and capture all the relevant technical information by the agent live, this will ensure your case is escalated through the Support team for the quickest resolution.

• It should provide clarity and reassurance back to the customer that we have the required detail, know about your issue and are dealing with it.

• You can track the status of your case via Community (once logged by the Support agent).

• If a P1 case was raised through Community it may not include everything we need to know, possibly introducing an unwanted delay to the resolution.