Escalating A Support Case
If you are having an issue that cannot be fixed using the tools available within the Nexus Cloud Platform, we allow escalation to our development team to investigate these issues.
Our development team will relay all information to your support team, you are responsible for all communication with the end customer.
Please fill in the form available at https://nexus-care.atlassian.net/servicedesk/customer/portal/2/group/12/create/35
We ask you fill in all fields if possible, and give as much detail as you can.
Our SLAs for response and resolution times are below. Priority is determined by our development team. A general overview of each priority level is given below with some examples for each. All timeframes are in working hours. Working hours are classified as Mon - Fri 9am - 5:30pm excluding bank holidays.
| Priority | Response Time | Resolution Time | |
| 1 | 2 hours | 4 hours | |
| 2 | 4 hours | 8 hours | |
| 3 | 6 hours | 16 hours | |
| 4 | 12 hours | 24 hours | |
| 5 | 24 hours | 48 hours |
The clock will be paused if engineering team is required to attend site to resolve. Timeframe is only for development team involvement via remote support.
The clock will be paused while we are waiting for information from your support team or answers to any follow-up questions we have. To ensure this is kept to a minimum please provide all information you can possibly think of at the when opening a support case using the link above.
The clock begins when a support case is opened using the link above.
Definitions:
Priority 1
Critical level, service affecting. Collector within home is not routing alerts, and total loss of all local functionality. Total loss of all cloud platform functionality for all users.
Priority 2
Loss of cloud platform functionality, unable to login to access any cloud reports or configuration systems for all users. Collector still routes all alerts and responds as expected on site.
Priority 3
One or more features reporting server error on dashboard for all users, able to login and most functionality is working. Collector not sending alerts to cloud platform, local routing unaffected.
Priority 4
Delay in alerts showing in reports. Cloud or local home platform not functional or functioning as intended for one user.
Priority 5
Otherwise not classified but not actively service affecting