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Support service availability 

The Frank Support Desk operates during the following days and times:

  • Monday: – Thursday: 9am – 5.30pm
  • Friday: 9am – 5pm
  • Bank holidays: – Closed

Out of hours support

Out of hours support is managed by our hosting partner who provide 24/7 monitoring for all servers our client’s sites are hosted on. Appropriate steps will be taken by our hosting partner to restore service should downtime occur. 

If you have an out of hours emergency and your site is unavailable please contact your account manager directly on the number below:

Service Level Agreement 

The below Service Level Agreement (SLA) outlines the two types of request categories, (Service and incident) and our resolution times for each priority level of support request.  

Support request categories:

Support requests are categorised based on their urgency and impact on operations.

Service request

Service requests are non-urgent requests regarding standard operations such as ‘How to’ queries, general advice/guidance, new requests for small development/design amends or enhancement to the system.

Incidents

Incidents are any event which causes or may cause an interruption to or a reduction in the quality of service such as website unavailable, complete application failure, security incident, broken functionality causing major business impact.

Incident and service request prioritisation

The level of priority assigned will be based upon the impact on the organisation and urgency of the incident/service request.  

Priorities are based upon the following definitions:

  • Priority 1 (critical) - System unavailable and causing major business impact e.g., website unavailable, complete application failure or security incident
  • Priority 2 (high) - Error/issue causing significant impact on the business of the client e.g. website running very slowly (>30 seconds to load a page),business critical functionality unavailable 
  • Priority 3 (medium) - Error causing minor inconvenience and not impacting significantly on the business (e.g., minor functionality issues such as display issues or loss of functionality which is not deemed critical). This could also include a service request which requires attention (e.g. there is a deadline for the client to make the change) 
  • Priority 4 (low) - Non-urgent calls, or queries regarding operations e.g. how to do something, or a new request for an amend or enhancement to the system 

How to raise a Critical/High ticket to our support desk

Please make sure you: 

  • Add 'URGENT' to the email subject
  • Mark the email as urgent using your email marker option (this will display as a red exclamation mark when Frank receive the email) 
  • Include full details of the issue and if it is time sensitive (see below under resolution times for factors which may influence Frank’s ability to resolve incidents and service requests within the targeted timescale)

Incident and service request response and Resolution times

Frank will provide an automatic response to a request for support. Should further detail be required to complete the response, Frank Support will be in touch with the client.  

All times as stated below are in standard office hours support time only.   

Resolution times: 

  • Critical – 4 hours
  • High – 8 hours
  • Medium – 5 working days
  • Low – 15 working days

(All response and fix times stated within this agreement are target times only and will be treated as best endeavours). 

A variety of factors may influence Frank’s ability to resolve incidents and service requests within the targeted timescale such as:

  • Delays by the client
  • Insufficient diagnosis of the nature of the incident
  • Insufficient information provided by the requester 
  • Technical limitations 
  • Responsiveness of third parties and limitations of their contracts
  • Access to equipment
  • Delays with suppliers

When an incident/service request cannot be resolved within the agreed deadline, a revised deadline will be negotiated with the client.

Frank aim to resolve 90% of incidents and service requests within the specified time scales.