When logging a case, for us to efficiently investigate your query, please ensure you provide details of the following:
If a case is logged where we are supporting the customer second line and there is a lack of information, we will email asking for the information above. Please note, this will result in a delay in resolving the end user’s query.
The Sicon Support team will action cases in Highest priority order based on the below Priority matrix;
| Impact | ||||
| High All Users affected | Medium Multiple Users affected | Low Single User affected | ||
| Urgency | High Ability to work blocked – Down | 1 – Critical | 2 – High | 3 – Medium |
| Medium Ability to work degraded – Workaround available | 2 – High | 3 – Medium | 4 – Low | |
| Low Ability to work not affected – Inconvenient | 3 – Medium | 4 – Low | 4 – Low | |
Priority Matrix Example;
If a Customer logs a case advising that they are having issues with a single function within a Sicon module and its only one user having the issue, the Urgency would be deemed ‘Medium’ as it’s only a single function within the whole module and the Impact would be deemed ‘Low’ as it’s only a single user. As such, the case Priority would be set to ‘4- Low’.
Business Impact & Sicon Service Levels Explained Sicon Support / RFC Intended Service Levels | ||
| Severity Level | What does this severity level mean to my customer? | Aimed Response Time* |
| Critical | o Impacts all users o At least one business critical high impact process inoperable o Whole application inoperable o High commercial impact | 2 Hour |
| High | o Impacts majority of users o Business Critical but with short term alternatives o One section of the application inoperable | 4 Hour |
| Medium | o Impacts on a very limited number of users o Not causing a business critical impact o Minor impact on the operability of the application | 8 Hour |
| Low | o Minimal impact on users o Cosmetic impact / how do I? o Cosmetic impact on the operability | 3 working day(s) |
| No Contract
| Best endeavours, no response times guaranteed | |
| RFC | Request for change cases / requests will be logged as an RFC Case and assigned over to the relevant module’s product manager. They will review the request as soon as possible and they will then give you an indication as to whether this is something we would consider adding in a future release and whether this is something that we would be happy to add free of charge or would need to raise a quotation. If the priority changes and becomes one of urgent nature, please contact your BP / or us to discuss further. | 2 days for initial review only |
*Aimed response times: Where we are experiencing a high volume of calls or where we are experiencing a high volume of critical calls, response times will be affected
The terms and conditions of Sicon Support are as such that we aim to respond within these times, however the above table shows our aimed response times depending upon the severity of your call. NB: Critical calls take precedent.
If the business impact of your case changes, please feel free to contact us at any time so that we can discuss the new information with you and update your case accordingly.
Sicon Support contracts do not cover training or report and layout changes. For further information on these areas, please contact customerservices@sicon.co.uk.
Sicon reserves the right to downgrade a case with an incorrect priority assigned to it. Please rest assured we will contact you if your case is altered in this way and would be happy to discuss this further with you if necessary.
Where a resolution has been provided, we will communicate this via email and advised that should we not hear back within 1 week, we will assume the issue has been resolved and the Support Case will automatically be closed.
Where Sicon Support pass over a case to Sicon Development Admin or the Sicon Development Team, service levels may change as below:
Business Impact & Sicon Service Levels Explained Sicon Development Intended Service Levels | ||
| Severity Level | What does this severity level mean to my customer? | Aimed Response Time* |
| Critical | o Impacts all users o At least one business critical high impact process inoperable o Whole application inoperable o High commercial impact | 2 Hours |
| High | o Impacts majority of users o Business Critical but with short term alternatives o One section of the application inoperable | 2 Days |
| Medium | o Impacts on a very limited number of users o Not causing a business-critical impact o Minor impact on the operability of the application | 4 Days |
| Low | o Minimal impact on users o Cosmetic impact / how do I? o Cosmetic impact on the operability | Best endeavours, no response times guaranteed |
For full Terms and Conditions, please visit https://www.sicon.co.uk/about-sicon/legal/
Last Updated: August 2023