Support Policy

Overview

At flashCompliance we pride ourselves on providing first class support to our customers. This page contains details about the scope of flashCompliance Support. Support Includes:

  • Identifying and troubleshooting problems in the system
  • Providing workarounds and solutions
  • Creating bug reports
  • Providing resources and guidance system configuration
  • Upgrade assistance

Support Does Not Include:

  • Customers without a paid account
  • Product versions older than the current version
  • Development requests
  • Third-party application integrations
  • Product Training
  • Non-english language support

General Support

Customers are first requested to visit our support pages.

If an answer cannot be found here, General Support is available 5 days a week from 9 am Monday to 5 pm Friday UK local time, by emailing support@flashcompliance.com

We strive to respond to all emails for General Support within one working day.

Priorities and Commitments

The following issue classifications are used to drive the priority of a given issue, and a target resolution time. We do our best to meet the stated resolution times listed below, but cannot guarantee the resolution time, as it depends on many factors, including the nature of the issue, time for resolution once identified, and required testing time.




Priority Risk Definition Target Resolution Time
P1 Critical Stops normal business operations, no work-around exists Look into issue within 24 hours and determine issue/resolution. Once fix is completed and tested, a Patch will be applied to the target environment
P2 High Affects business operations, and a work-around exists Log issue and fix in next scheduled release
P3 Low Does not affect business operations Issue logged and will be fixed in a future release

 

Fixing Bugs and Providing Patches

We will help with workarounds and bug reporting Patches are issued for current versions.

High priority bugs will generally be fixed in the next maintenance release.

Non critical bugs will be scheduled according to a variety of considerations.

End of Life Policy

We support the current app store version of the flashForm mobile client application.

Customers running older versions of flashForm are not supported, unless the request is to assist in upgrading to the current supported version.