Response & Resolution SLAs
Whatever the priority level, our first response time is 1 hour within working hours. Subsequent target resolution times are defined below:
| Priority Level | Target Resolution Time |
|---|---|
| Urgent (P1) | 7.5 working hours |
| High Priority (P2) | 15 working hours |
| Medium Priority (P3) | 37.5 working hours |
| Low Priority (P4) | 75 working hours |
3 Ways to Log a Ticket
Every issue is assigned a unique ticket number, allowing you to check progress and receive updates:
- Email: Send details to support@hfx.co.uk. Best for complex issues requiring screenshots or logs.
- Phone: Call 0330 122 7200 (option 5, then option 2) for our 1st line team. Usually answered within 3 minutes. Manned 09:00 to 17:00.
- Portal: Visit hfxworkforce.odoo.com/helpdesk to submit and monitor tickets. Best for complex issues requiring screenshots or logs.
How Priority is Assigned
When triaged, 1st line support assigns tickets to one of four levels based on operational impact:
- Urgent: Complete system failure where all areas of the solution have failed, or ALL terminals at a location are faulty with direct impact on impending payroll/access control.
- High: Major failure where significant parts of the system (e.g., payroll) have failed, or a terminal is faulty with no alternative terminal available.
- Medium: Partial/minor failure where one functionality (such as a report) is not functioning, or a terminal is faulty but other terminals remain usable.
- Low: General queries, requests for information, or non-failure related enquiries.
Platform Reliability (24/7)
The Imperago and EveryoneCloud solutions are available 24/7 with availability exceeding 99.75%, excluding scheduled downtime.
- Scheduled Downtime: Used to update the solution and/or hosting platform. Customers are notified at least 12 days before downtime commences.
- Unplanned Downtime: A failure in our hosting environment that denies access automatically alerts our hosting team as an Urgent (Priority 1) event.
- Live Status: You can view the latest service status anytime at https://support.hfx.co.uk/status.html.
What is Included & Excluded
Software support is included with any SaaS subscription. For legacy systems (Vanquish or Etarmis), support is contingent on your contract.
- Hardware Support: Requires an active RTB (Return to Base) or onsite contract. Covers device failure (power, camera, card reader, ethernet, Wi-Fi) and firmware errors.
- No Contract Callout Fee: Without RTB or onsite cover, engineer visits are charged at our day rate of £982.50 ex VAT.
- Exclusions: Excludes environmental factors (network, WAN, IP, power supply), physical damage, or incorrect self-install. Faults from misuse or poor housekeeping are charged at current rates.
Returning a Terminal
Always raise an incident ticket first and include the ticket reference on your delivery note. Sending equipment without a ticket reference may cause delays.
- HFX Repair: Assessment within 2 days of receipt; 2 weeks to dispatch.
- Manufacturer Repair: HFX assessment within 2 days, manufacturer assessment within 2 weeks; 4 weeks to dispatch.
- Manufacturer Warranty: HFX assessment within 2 days, manufacturer assessment within 2 weeks; 4 weeks to dispatch.
Customer Responsibilities
Only trained users should contact the support team. Providing detailed information (product version, operational impact, error messages, screenshots, and site address) speeds up resolution.
- 4-Step Workflow: Every ticket moves through Submitted → Triaged → Worked → Solved.
- Automatic Closure: Tickets are closed automatically if you do not respond to a message from us after 7 days.
- Scope of Help: Support assists with issue resolution but does not provide training, and may decline support if the user lacks training or the account is in arrears.
The Right Route for Every Query
Need to reach a specific department? Our telephone lines are manned between 09:00 and 17:00:
0330 122 7200 Opt 5, Opt 2
0330 122 7200 Opt 4
0330 122 7200 Opt 5, Opt 2