Service Level Agreements
This is not a legal document. Target response and resolution times quoted here may vary from some customer contracts.
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| IRIS Help Hub
https://help.iris.co.uk |
Raising a ticket - what can you expect?
To make sure your request is logged correctly and your Service Level Target (SLT) timings start immediately, log all cases through the IRIS Community Portal.
Getting you to the right team, first time.
Create a case with one of our teams:
- Technical Support - Assistance with licence activation or if you need technical support with out products.
- Non-technical Support:
- Billing Ops - Questions about how you've been billed, charges on an invoice, or for licence generation.
- Credit Control - Make a payment, set up or query a Direct Debit, and request statement or invoice copies.
- Renewals - Questions about your upcoming renewal, pricing changes, or changes to your agreement.
- Customer Relations - If you'd like to raise a complaint or discuss a concern about your experience. For more information about our formal complaint process, go to https://www.iris.co.uk/formal-complaint-procedure/ (opens in a new tab).
Prioritisation definitions
To help us prioritise your case effectively, please refer to the definitions below for technical support issues. For non-technical queries, the prioritisation has already been pre-selected based on the case reason to streamline the process.
| Definition | ||
|---|---|---|
| Priority | Technical support | Non-technical support |
| P1
(Critical) |
Full system outage, security breach, or loss of data causing critical business impact. System unavailable to all users with no workaround. | Critical issue affecting all users for example, licence issues blocking full access or data breach. |
|
P1 cases cannot be raised through the IRIS Community Portal. If you have Digital Only support, you can report a P1 via our Chat Service. For all other users, please call us. |
||
| P2
(High) |
Major feature failure or degraded performance. System partially available; critical processes at risk. A workaround may exist but is significantly disruptive. | High-impact issue affecting critical operations or cash flow — for example, licence issues blocking access. |
| P3
(Medium) |
Minor bugs or non-critical issues causing minor disruption. Users can continue working, often with a workaround. | Important but non-urgent issue or minor disruption where you can continue operating. Includes billing corrections that have a financial or operational impact on the business. |
| P4
(Low) |
General enquiries, cosmetic issues, or requests with minimal business disruption. Informational or cosmetic in nature. | General enquiries, complaints, or issues requiring investigation or discussion with minimal immediate business impact. |
Hosting customers
| Definition | Target response times | |||||
|---|---|---|---|---|---|---|
| Priority | Response time | Update frequency | Resolution time | Resolution targets | ||
| P1
(Critical) |
Total failure of the service or partial failure of a critical component causing widespread business disruption. No immediate work-around available. | 15 mins | Every hour | 4 hours | 95% within 4 working hours | |
|
P1 cases cannot be raised through the IRIS Community Portal. If you have Digital Only support, you can report a P1 via our Chat Service. For all other users, please call us. |
||||||
| P2
(High) |
Degraded service or partial loss affecting many users but is not deemed to be business critical | 1 hour | Updates as agreed | Within 1 day | 95% within 8 working hours | |
| P3
(Medium) |
Problem affecting 1 – 5 users or where a work-around is in place. | 4 hours | Updates as agreed | Within 3 days | 95% within 3 working days | |
| P4
(Low) |
Request for service, change, information or guidance. | 1 day | Updates as agreed | Within 5 days | 95% within 5 working days | |
Standard IRIS Anywhere is a Target availability of 99.95%. Recovery Time Objective (RTO) of 4 hours and Recovery Point Objective (RPO) of up to 24 hours (last nightly backup).
Enhanced Availability and DR is available at an additional cost which improves our availability target to 99.99%, the RTO to 1 hour and RPO to 3 hours.
What happens if the wrong priority is assigned?
When necessary, our Support teams 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, contact us with any additional information you have.
Why can't I raise a P1?
By definition, a P1 should only be used if your system is unusable and has a critical impact on your business. In this instance, contact us directly (Live chat or by telephone).
- This makes sure we can perform an immediate impact assessment and capture all the relevant technical information. This makes sure your case is escalated through the correct teams for the quickest resolution.
- It provides clarity and reassurance for you that we have the required detail, know about your issue, and are dealing with it.
- You can track the status of your case via the IRIS Community Portal (once logged).