What is Software Support Services?
Software Support Services is the support service included in your Vepple contract as standard at no additional cost.
What days and hours does Software Support Services cover?
Software Support Services shall be available 9am to 5pm (UK times) on Business Days via ticketed support. Software Support Services response times shall be as set out in the table below:
| Support Requirement | Response Time | Resolution Target Time |
| Important – major system failure |
Initial response time two hours within support times |
Target resolution within 3 hours during support times |
| Medium – system remains operational but significant loss of function |
Initial response time four hours within support times |
Target resolution within 24 hours during support times |
| Minor – system remains operational but loss of function |
Initial response time six hours within support times |
Target resolution within 5 Business Days during support times |
Please note: Software Support Services does not cover any issues with 3rd party software/hardware including those used to run live events.
How and who should I raise a Software Support Services query with?
If on review of the help centre/knowledgebase you are struggling to resolve an issue, please submit a request at this link providing as much detail as possible to the issue you are encountering - providing links, device details, browser details etc and a member of our support team will come back to you as soon as possible (please see timings outlined above)
What if we require Software Support Services support out of business days/hours or require priority support?
Priority Support is an urgent support service provided under a separate agreement and is chargeable. Revolution Viewing will only provide Priority Support where an agreement for this has been entered. See clause 3.6 in the terms and conditions and this article for more details.
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