Mercurytide’s Aftercare team will respond to all Development or Maintenance requests from clients within one business day, via email, telephone or ticketing system with a confirmation that the request was received and, where possible, an estimated completion date for each action item in the request. Tickets marked as Urgent will be responded to within 2 business hours
Turnaround and Priorities
Non-urgent requests received after 5:30pm will not be actioned until the next business day unless prior agreements have been made. Coverage may be affected on public holidays but Mercurytide will communicate any planned changes to service or ticket turnaround. If Mercurytide has any issues in delivering on a quoted deadline, clients will be notified via ticket, email or telephone of the reasoning for any change.
If urgent tickets are received after 5:00pm, best efforts will be made to respond before close of business but may not be actioned until the following business day. If requests are considered urgent, Mercurytide recommend clients contact the Aftercare team immediately by phone on 0333 666 7007.
Aftercare are committed to providing the following service performance on tickets.
*Tickets initially classed as urgent may be re-prioritised after initial investigation. The Aftercare team will advise this in any affected ticket.