Sicon Support
Sicon Support provides fast, reliable assistance from our expert team, ensuring your systems stay stable, up‑to‑date and running at peak performance.
Support is available Monday to Friday, 9:00 am to 5:00 pm (excluding UK Public Bank Holidays).
Our support team is made up of highly trained product specialists, dedicated to helping you get the most from your Sicon solutions. We provide both telephone and remote support, and our full library of product documentation is available online 24/7 for your convenience.
Contents
1. Understanding Sicon Support
1.1. Scope of Support
1.2. Ticket Types
1.3. SLA's
2.1. Sicon Known Issues
Understanding Sicon Support
Scope of Support
We’re here to help! Our friendly and knowledgeable team is committed to supporting you across all aspects of our software modules. Here’s what we offer:
- Collaborating with Customers and Business Partners to explore and resolve questions or concerns.
- Providing expert technical support for module-related topics.
- Handling break/fix issues and resolving incidents efficiently.
- Investigating, replicating and documenting software bugs and known issues.
- Delivering hotfixes and practical workarounds for identified problems.
While we aim to assist wherever we can, some services fall outside our standard support scope. These include (but aren’t limited to):
- End-user training.
- Configuration and implementation tasks.
- Custom report or layout changes.
- Professional services or consulting engagements.
For these queries, our Support team will help identify what’s needed and then liaise with your Business Partner and our Professional Services Team to facilitate the next steps.
Ticket Types
To help us support you better, we categorise support tickets into two types as follows:
- Incident – An unexpected disruption or drop in the quality of an IT service.
- Service Request – A request for information, guidance, or access to a specific service.
SLA's
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 refer to our Legal page https://www.sicon.co.uk/about-sicon/legal/
How to Log a Support Call
Please log all support requests by using one of the below:
- Email support@sicon.co.uk
- Submit a ticket through our Self Service Portal https://support.sicon.co.uk
- Calling +44 (0) 1284 722850
To help us resolve your issue efficiently, please have the following information ready (where applicable):
- Your email address (to receive your Sicon ticket reference).
- A contact number for follow-up from our Support Consultants.
- The Sicon product name and software version.
- A clear and detailed description of the issue or query.
- End user details, if different from the person logging the call.
When you contact our Support Team:
- Your query will be logged and assigned a unique ticket reference number.
- You’ll receive an email confirmation with this reference, which should be quoted in any follow-up communication.
If your issue is business-critical (e.g. preventing system operation), please make this clear when logging your ticket so we can prioritise accordingly.
Customers with current support contracts will take priority over non-contract customer calls.
Sicon Known Issues
Known Issues are issues that have previously been reported and may require development to resolve, but have minimal impact on the software or user process. Generally they are either a cosmetic issue or have a suitable workaround available, which is detailed on each known issue entry. As such, they are not prioritised for a resolution and any linked Support Case will be given a link to this website and the case will be closed.
Sicon will review the current Known Issues and other development priorities ahead of each major release. This allows our finite development resource to be predominantly focused on high-impact issues and development. There is a voting button at the bottom of each Known Issue which can be used to indicate the priority of the issue to your site (1 = low priority, 5 = high priority). This then updates the overall vote at the top of the page, which Sicon will then use to help determine priorities.
Once an issue is resolved in a major release, the website will be updated to reflect which version the update has been applied to; the Sicon Release Notes will also continue to document all fixes.
Sicon Known Issues
Escalation Process
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.
Out of Scope Support
Every now and then, a support request might sit just outside the scope of our standard service. When that happens, its no problem — we’re still here and ready to help! Our support team can jump in on a chargeable basis, ensuring you still get fast, expert assistance whenever you need it.