Service & support
What Service Level Agreements (SLAs) are in place for the infrastructure and applications? What is the agreed upon up-time?
The World Wide Web version is installed on AWS, so we rely on Amazon for the infrastructure. Their uptime SLA is 99.95%. The SLA for the application is dependent on the contract we have with you. Please contact us to discuss your requirements.
Is there a Single Point of Contact for users in case of issues? What are the service hours?
Enterprise clients are assigned an Account Manager, who can deal with their requirements during normal UK office hours. Support requests should be dealt with via our Support Team, whose details are below.
How are support requests handled, and what is the expected response time?
Please raise a support ticket here. The expected response time depends on your subscription with CaptionHub.
Can I track team-wide ticket submissions?
Yes, superusers can now track team-wide ticket submissions by being added on cc to all tickets filed from your team. To have this enabled, reach out to your Account Manager or Customer Success Manager for details.
Where can I access a dashboard to view all support tickets?
Yes, you can navigate to https://captionhub.zendesk.com/ and log in using your Google credentials or your CaptionHub login. Once logged in, you will be able to view all filed tickets. If you are CC'd on any tickets, those will also appear here.
How do I request new features?
Feature requests and any requirements for custom development can be discussed with your Account Manager.
Is support provided for 24/7 (if users are distributed around the world)?
24/7 support plans are available for Enterprise clients. Please contact your Account Manager for details.