Succeed with Skedulo
Your journey towards greater efficiency, productivity and customer experience is an exciting one. But like any journey, you may have questions about features and functionality or experience a technical challenge along the way.
We are committed to helping you succeed, and give every Skedulo customer our utmost care and attention. This includes access to our 24/7 Support Portal, Help Centre and Support Team.
For larger enterprises or those with complex needs, we have a range of additional support packages which are designed to provide extra peace of mind.
Support Plans
Skedulo offers 4 tiers of support plans: Standard, Plus, Premier and Enterprise. Each plan level has additional feature sets and response times to allow for a catered support experience based on our customers’ needs.
|
Plan Features |
Standard |
Plus |
Premier |
Enterprise |
|
24/7 Support Portal access |
Unlimited submissions plus 1 admin profile in Zendesk |
Unlimited submissions plus 3 admin profiles in Zendesk |
Unlimited submissions plus 5 admin profiles in Zendesk |
Unlimited submissions and admin profiles in Zendesk |
|
Business hours support coverage |
Monday - Friday local business hours, excluding holidays |
Monday - Friday local business hours, excluding holidays |
Monday - Friday local business hours, excluding holidays |
Monday - Friday local business hours, excluding holidays |
|
Extended support hours coverage |
No |
2 hours before/after for P1 incidents |
24x5 P1 support P1 weekend coverage (limited hours) |
24x7 P1, P2 coverage including weekends |
|
Enhanced contracted SLA’s |
No |
Yes |
Yes |
Yes |
|
Named Skedulo representative |
No |
No |
No |
Yes |
|
Support handover |
No |
No |
Yes |
Yes |
|
Senior Support Team |
No |
No |
Yes |
Yes |
|
Business reviews |
No |
No |
1 per year |
Quarterly |
|
Development Team Priority |
No |
No |
P1 only |
P1, P2 only |
|
24x7 P1 Phone Support |
No |
No |
No |
Yes |
Target Response Times
|
Incident Level |
Standard |
Plus |
Premier |
Enterprise |
|
Critical P1 |
Initial Response Time: Same business day or 8 hours Resolution: Dependant on complexity |
Initial Response Time:4 business hours Resolution: Dependant on complexity |
Initial Response Time: 1 business hour Restoration or workaround: 4 business hours |
Initial Response Time: 30 minutes Restoration or workaround: 2 business hours |
|
High P2 |
Initial Response Time: 1 business day |
Initial Response Time: 6 business hours |
Initial Response Time: 6 business hours Resolution: Dependant on complexity |
Initial Response Time: 2 business hours Resolution: 2 business days |
|
Normal P3 |
Initial Response Time: As prioritized |
Initial Response Time: 1 business day |
Initial Response Time: 8 business hours Resolution: Scheduled releases |
Initial Response Time: 6 business hours Resolution: Scheduled releases |
|
Low P4 |
Initial Response Time: As prioritized |
Initial Response Time: As prioritized |
Initial Response Time: 12 business hours |
Initial Response Time: 8 business hours Resolution: Scheduled releases |
Issue priority is assigned by the ticket requester in the Skedulo Support Portal. This may be re-categorized by Skedulo Support based on criticality definitions and actual impact.
Tickets opened via emails are automatically categorized as low priority tickets.
Target response times are counted based on the local time zone stamp of where and when a ticket is opened with Skedulo Support.
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