Ticket Response Time
Praxonomy will in its sole discretion prioritise Boardlogic support requests into the four levels outlined below. Praxonomy will use reasonable efforts to respond to support tickets raised by Client via the Support Channel within the target timelines in the table below:
Severity | Description | Initial Response Time | Progress Update |
| 1 | Service is unavailable, or unable to be accessed. The Issue completely halts your use of the Service and no workaround is immediately available. | 2 hours | Every 2 hours until resolution |
| 2 | Major functionality is impacted or significant performance degradation is experienced. Service can continue in a restricted fashion but highly degraded to the point of major impact on usage and no reasonable workaround is available. | 2 business hours | Every 4 business hours until resolution |
| 3 | Partial, non-critical loss of use of the Service. Short-term workaround is available. | 1 business day | Every 2 business days until resolution |
| 4 | General inquiry regarding a routine technical issue; information requested on Service capabilities, navigation or configuration; bug affecting a small number of users. Acceptable workaround available. | 2 business days | At resolution |
Support Channels
Email: support@praxonomy.com
Phone: +44 (0) 1628 200039 / +852 3008 3772
Support Business Hours
2am - 6pm UTC, Monday to Friday