End support is offered to head office teams only, these details should not be shared with all employees, who need to follow your correct internal procedures to escalate.
Requests should be sent through support@ocasta.com or through our live chat, available in the Ocasta CMS admin. Service status is available here http://status.ocasta.com.
Tickets are triaged and prioritised according to the severity of the issue and the number of users impacted.
Priorities
P1 - High Impact
Service is unavailable to all users - for example, no staff can log in to Ocasta.
Support Hours 08:00-18:00 Monday - Sunday (UK time)
Response time of 1 hour
Fix target 24 hours
P2 - Medium Impact
A service disruption affecting a significant number of users or critical functionality but not a complete service outage - for example, slow performance affecting several modules of Ocasta.
Support Hours: 08:00-18:00 Monday - Sunday (UK time)
Response Time: 2 hours
Fix Target: Next business day
P3 - Low Impact
A partial service failure that's impacted less than 50% of the service base - for example, images in news articles aren't loading for some users.
Support Hours: 08:00-18:00 Monday - Friday (UK time)
Response Time: 3 hours
Fix Target: 3 business days
P4 - Feature / Change Request
If you require customisations or additional features, these can be requested through our support channels.
Feature and change requests are acknowledged within three business days and evaluated within 20 days, with implementation timelines communicated post-approval.
Prioritised is handled by impact and strategic value and, in some cases, can be sponsored to accelerate delivery.
Exclusions
The following are excluded from the SLA:
Issues resulting from customer's hardware or software infrastructure.
Problems associated with third-party services or integrations not managed by Ocasta.
Service downtime or performance issues during scheduled maintenance windows, as communicated in advance to the customer.
Performance Benchmarks
Ocasta targets a minimum service uptime of 99.9%. This does not include periods of scheduled maintenance, for which customers will be notified in advance.
Escalation Procedures
If an issue is not resolved within the target fix time, or if the customer is not satisfied with the progress being made, the customer may escalate the issue by Contact your account manager with details of the request.