Contents
1. Introduction
This Support Services Policy outlines the level of service provided to our customers by Navitas Safety. It sets clear expectations for response times, issue prioritization, and the scope of support available to users of our platform.
Note: Navitas Safety reserves the right to amend this policy at its discretion and will communicate any significant changes accordingly.
2. Definitions
Business Hours: 09:00 to 17:00 UK time, Monday to Friday (excluding public holidays).
Business Day: Any day that is not a Saturday, Sunday, or UK public holiday.
Request: A request for general information, training, or configuration changes.
Issue: A bug or service-related problem impacting business operations.
Maintenance:
Planned Maintenance: Scheduled between 09:00 and 10:00 UK time, Monday through Friday, for system updates or issue resolutions. We aim to minimize disruptions during this time.
Unplanned Maintenance: In rare cases, unplanned maintenance may occur outside of these hours. Whenever possible, we will notify users at least one hour in advance. If an urgent issue arises (e.g., P1), we reserve the right to waive this notice period.
3. Support Services
Navitas Safety provides online support via live chat and email during Business Hours.
Ticket Classification:
Requests are handled based on their scope (see section 5).
Issues are assigned a severity level based on their impact, and will be prioritized accordingly.
Severity Levels for Issues
P1 – Critical (Priority 1):
Urgency: Immediate
Impact: Extensive/Widespread
Example: System-wide outage affecting all users or a critical module is completely offline, while other modules continue to function normally.
Response: Immediate action is required, with a dedicated response team. Work may continue throughout business hours until resolved.
P2 – High (Priority 2):
Urgency: High
Impact: Significant, affecting many users.
Example: Major functionality impairment affecting multiple users.
Response: Prompt attention required but not as urgent as P1.
P3 – Moderate (Priority 3):
Urgency: Moderate
Impact: Moderate, localized impact.
Example: Moderate issues affecting a small group of users or Minor issues affecting all users.
Response: Important but can be scheduled alongside other tasks.
P4 – Low (Priority 4):
Urgency: Low
Impact: Minor or localized.
Example: A single user issue or a general information request.
Response: Handled during routine work hours, prioritized last.
4. Issue Response and Resolution Targets
Severity Level | Response Time | Resolution Time |
P1 – Critical | 1 hour | 1 working day |
P2 – High | 4 hours | 5 working days |
P3 – Moderate | 1 working day | 15 working days |
P4 – Low | 2 working day | Subject to development roadmap prioritization |
5. Request Response and Resolution Targets
Requests are categorized based on the scope of work involved:
Scope | Response Time | Resolution Time | Scope Examples |
Small Request | 4 hours | 2 working days | Password reset, email address change, single user changes |
Large Request | 4 hours | To be agreed based on scope and impact | Major data updates, bespoke templates, multiple user adjustments |
Enhancement Request | 4 hours | To be agreed based on scope and impact | New functionality requests, changes to existing functionality |
6. Raising a Support Ticket (Channels)
For efficient support, we recommend using the following channels:
Live Chat: Access support directly via the Digital Food Safety platform by clicking the orange speech bubble in the bottom right corner. This provides instant access to knowledge articles and 24/7 live chat (team responds during business hours).
Email: Alternatively, you can reach out to [email protected]. We will respond as soon as possible during business hours.
7. Escalation Points
If you feel that your issue requires escalation, please follow the escalation hierarchy below:
Tier | Name | Role | |
Initial | Aaliyah Williams | Customer Success Manager | |
Subsequent | Rob Brown | Head of Operations |