Curation operates a ticket-based support system for clients and employees. All support tickets are created by emailing support@curationcorp.com. We prioritise each support request on receipt during the working day (9am-5pm).

Categories

• Critical: Customer-facing system is impaired or unreachable.
• High: Core functionality is impaired, or a whole production system is impaired for a small subset of users.
• Medium: Peripheral functionality is impaired.
• Low: General annoyances, minor UX issues.

Provision

First line support is provided by the team on a rota system. Each day, a primary and secondary support operator will be assigned.

• The primary support operator will be responsible for prioritising all new support tickets, and handling communication with the user.
• The secondary covers if the primary is AFK. We have a 10 minute SLA for initial response* to all support queries. Every team member will be eligible for primary and secondary support roles.

* we define an initial response as internal acknowledgement of an issue and confirmation of whether the issue is occuring within our infrastructure or externally.