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/
For all escalations, please email escalations@sicon.co.uk
Your escalation will be assessed and you will be notified whether it has been accepted or not. It will then be passed to the relevant team.
Where an escalation is accepted, you will receive daily updates on all related tickets until the ticket is resolved or a next action date is agreed.
Where an escalation is not accepted, you will receive an update from the team within 4 hours
Last Updated: February 2026