Including any additional hours to cover busy periods
Intersoft's General Support Hours
Festive Season Opening Hours
Our general sales, accounts and support cover will continue as normal apart from these days:
Dec 23:
- General sales and accounts - Normal
- Support cover - Normal
Dec 26 - Dec 27
- General sales and accounts - Not available
- Support cover - only available for Sev 1 or Sev 2 tickets only
Jan 2 2023:
- General sales and accounts - Not available
- Support cover - available for Sev 1 or Sev 2 tickets only
How do I raise a ticket?
- Raise a ticket: Intersoft Customer Portal
- Email: TechSupport@intersoft.co.uk
- Phone: (+44) 01753 687 979
Intersoft's Extended Support Hours for Severity 1 and Severity 2 Incidents
The Intersoft Technical Support Team will cover the busy shipping season over extended hours starting Monday the 21st of November 2023 until Friday the 22nd of December.
The extended hours will cover severity 1 and severity 2 incidents only (see below what these mean) starting at 8 AM for email support and from 9 AM to 5 PM for both telephone, email and portal support. Email support will continue to be monitored from 5 PM to 9 PM.
Severity 1 and Severity 2 explained
| Call Priority | Definitions | Fault Response Time | Fault Resolution Time | Update Frequency | Category |
| Severity 1 (Critical) | Complete loss (over 50% of users impacted) or loss of a key business function of a critical service (over 50% of users impacted) or security incident. | 30 Mins | 2 Hours | Update every 30 mins | Major Incident |
| Severity 2 (Urgent) | A major loss (over 50% of users impacted) or loss of key business function of an 'Other' service, or loss of a non-key function of a critical service. | 30 Mins | 4 Hours | Update every 30 mins | Major Incident |
How do I raise a ticket?
- Raise a ticket: Intersoft Customer Portal
- Email: TechSupport@intersoft.co.uk
- Phone: (+44) 01753 687 979