The Eva Support Team provides a single point of contact for clients to report incidents and raise queries.
The team is available Monday to Friday 08:30 to 17:30 excluding UK public holidays. Incidents must be reported and queries raised by the authorised support contacts as expressly authorised by the client and notified to Eva Technology Solutions.
If you are not an authorised support contact, please ask your admin to authorise you via an email to firstname.lastname@example.org with your details including the following:
Core Hours: Mon - Fri 08:30 to 17:30
excluding UK Public Holidays
We will respond to all severity code incidents during core hours.
For incidents severity 1 - 4 the Options for Contact are:
Non-Core Hours: Mon - Fri 17:30 - 08:30
AND Weekends and Public Holidays
We will respond to incidents classified as severity code 1 and 2 during non-core hours for Gold and Silver Level supported Clients.
Please check your service agreement for any applicable charges.
To Request Out of Hours Support:
When a request for support arrives during our core hours, we classify it under one of 2 types of Support requests, either as an “Incident” or a “Service Request”.
Support Requests for Incidents raised during our Core Hours will be handled by three tiers of support:
For a Service Request, we will evaluate what the Service request is and whether or not further Approval is required before we proceed any further. For example, if a request to purchase some software has come in, then we will seek approval for the purchase from an Authorised member of your organisation before proceeding. The same applies for a request which requires a change to your Infrastructure (for example the reset of an admin level password or changing a Firewall rule).
An unplanned incident causing loss of service to multiple users or the whole business.
Target Response Time: Up to 1 Hour
Reduced functionality causing severe disruption to the completion of business critical tasks.
Target Response Time: Up to 2 Hours
User experiencing a problem. Reduced functionality causing some disruption to the completion of business critical tasks.
Target Response Time: Up to 4 Hours
Non-urgent query or request. Reduced functionality resulting in minimal impact to users.
Target Response Time: Up to 1 Day
Chargeable service request for installations, moves, additions and changes.
Target Response Time: Up to 1-2 Days
Our aim is to resolve your support request efficiently and to our target service levels. If, in the unlikely event our Support Team have been unable to assist to your satisfaction, please inform us by email to email@example.com during Core Hours referencing your Ticket ID (where possible).