Service Level Targets
This is not a legal document. Target response and resolution times quoted here may vary from some customer contracts.
| IRIS Community Portal https://www.iris.co.uk/iriscommunity |
Contact IRIS Software Group
https://help-iris.co.uk/contact-us.htm |
| 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 — For help with an IRIS product you have subscribed to.
- Billing Ops — For invoice and licence queries.
- Credit Control — For payment and statement queries.
- Renewals — For contract queries.
- Customer Relations — For when raising a complaint. 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
When logging cases with our teams, we must be able to quickly identify urgent issues preventing essential business operations, over those where the impact is minimal. To help us prioritise your case effectively, use the definitions below (for non-technical queries, prioritisations are pre-selected):
| Definition | Target response times | ||||
|---|---|---|---|---|---|
| Priority | Technical support | Non-technical support | Response time | Update frequency | Resolution time |
| P1
(Critical) |
System outage, data loss, security breach | Business critical issue | Less than 1 hour | Every 2 hours | Within 1 day |
|
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, degraded performance | High-impact issues, account or billing issues | Less than 2 hours | Every day | Within 2 days |
| P3
(Medium) |
Minor bugs, non-urgent issues | Non-urgent enquiries, general product question | Less than 1 day | Every 2 days | Within 4 days |
| P4
(Low) |
General enquiries, cosmetic issues | Non-urgent enquiries, general product question | Less than 1 day | Every 3 days | Within 8 days |
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).