Our dedicated team provides comprehensive support for our software modules, including the following services:
The following services fall outside the scope of standard support (this list is not exhaustive):
Incident – an incident is defined as an unplanned interruption to an IT service or a reduction in the quality of an IT service.
Service Request – a service request is a formal or informal request from a user or customer, typically for information, advice or access to a specific service.
Tickets are prioritised using the Sicon Incident Priority Matrix below; issuing a priority of 1 – 4 based on the business impact and urgency.
| 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 | |
Response target is relative to Support operating hours and is the target time by which an agent will first respond to your ticket.
|
| Incident | Service Request | ||
| Priority | Response Target | Resolution Target | Response Target | Resolution Target |
| 1 – Critical | 4 Hour | 3 Days | 1 Day | 15 Days |
| 2 – High | 8 Hours | 5 Days | 3 Days | 20 Days |
| 3 – Medium | 12 Hours | 10 Days | 5 Days | 25 Days |
| 4 – Low | 3 Days | 15 Days | 10 Days | 30 Days |
Incidents are primarily owned by the Customer Support Team and assigned out to other team members as appropriate, but overall ownership to remain with Customer Support Team for end-to-end resolution.
Customers with current support contracts will take priority over non-contract customer calls.
For full Terms and Conditions, please visit https://www.sicon.co.uk/about-sicon/legal/
Last Updated: October 2025