Support done right

Types of support plans

We have three off the shelf support plans you can choose from.

Standard Support Plan

You will automatically be eligible for the Standard Support Plan as part of your monthly subscription. You can see the support resources we provide under this plan on our pricing page.

Business Support Plan

The Business Support Plan offers additional support hours and enhanced guaranteed service turnaround times for an additional monthly subscription.

Enterprise Support Plan (Tier 1 & Tier 2)

The Enterprise Support Plan offers two tiers of additional support hours and enhanced guaranteed service turnaround times for an additional monthly subscription. You'll also be able to access a dedicated contact in our team for all your support requests.

Compare what's included in each of our plans on our pricing page. You can upgrade your support plan at any time, by contacting us at [email protected].

Our service promises

Platform availability

We aim to ensure our platform is available for at least 99.9% of the time. Generally speaking, if we don't meet this promise over the month and it's our fault, you'll be eligible to claim for a service credit for the month.

Service turnaround times

Our service turnaround time commitments vary based on your support plan type. Find out more about the service promises that apply for your plan below or about the benefits of upgrading to a Business or Enterprise Support Plan on our pricing page.

Support resources for everyone

Under all our support plans, you'll have access to the following support resources.

Access to our dedicated support portal

Our support portal is where you can raise support requests and refer to our documentation. After raising a request in the portal, you can also view it from here at any time and will receive automated updates from the portal as we take action to resolve it.

Email support

Unmand provide email support through our support desk from Monday to Friday (AEST) between 8am - 5pm. Any requests received outside of these hours, will be actioned on the following business day.

Self-professed problem solver? Access our Knowledge Base

Our Unmand products and services are designed for you to own, update and create your own solutions. Access our documentation for best practice guides and examples.

Unmand status page

You can access the Unmand status page. This page is where you can see the status of the platform, including information regarding planned and unplanned outages.

Phone support

Telephone support is available for the Business and Enterprise Support Plans between 8:00am and 5:00pm Monday - Friday (AEST). If you call outside these business hours, you can leave a message, and we'll return your call the following business day.

Our current local time is Wed, 06 Nov 2024 00:11:44 GMT.

Guaranteed response and resolution turnaround times

We're pleased to offer guaranteed response and resolution times across all of our support plans.

Response time is the amount of time it takes us to initially review your request, triage the priority and assign it to an engineer.

Resolution time is the amount of time it takes us to resolve your issue.

Request priority

Priority for requests raised through our support portal will default to “medium”. You can change this priority level before you submit your request, based on your business needs and our priority criteria. After reviewing a request, Unmand may change the priority based on these criteria. We'll always tell you if we do this.

Request priority is determined using the following criteria:

When does the clock start for service turnaround guarantees?

The response time starts when we receive your request and stops when it's been assigned.

The resolution time starts when we receive your request and stops when we resolve your issue.

Go to limitations to understand when service turnaround guarantees don't apply.

Support hours

All of our support plans include a monthly allocation for support and development hours. This is the amount of time we spend implementing changes or enhancements for you or assisting you with general enquiries in any given month free of additional charges. It does not include the time we spend fixing problems if they are introduced by us.

The number of support and development hours you can access is determined by the type of support plan you hold:

You can upgrade your plan to access more support hours at any time, by contacting us at [email protected].

When will you be charged for support hours?

We will never charge you for the time we spend fixing problems that are introduced by us. We will only charge you for support hours above your monthly allocation.

Always elevating

We're never done with improving our platform, products and services. If there's an improvement we can make that will benefit all or most of our customers, we'll build it and pay for it. You can find information about updates we make available to everyone here or contact us at [email protected] to receive a monthly email outlining changes directly to your inbox.

If you have a suggestion for improvement that you think has big benefits, let us know. If we agree, you won't be charged for it. Everyone gets a slice!

Raising support requests

How do I raise a request?

The most efficient way to raise a request is directly through our support portal. The portal interface quickly guides you through what we need to assess and action your request.

How do Unmand categorise requests?

To help us triage and resolve requests quickly, we categorise them as follows:

Service credits

Service credits may apply if we don't meet our commitments on platform availability or service turnarounds.

Platform availability service credits

The following service levels and service credits apply:

The monthly uptime percentage is calculated by subtracting the percentage of unavailable minutes (downtime) for the month from 100%.

For example, if the Swarm service was unavailable for 60 minutes in the month of July, the following monthly uptime percentage calculation would apply:

Availability = 100% - (Number of minutes service unavailable/Number of minutes in month*100)

Availability = 100% - (60/44640*100) = 99.87%

Turnaround time service credits

The following service levels and service credits apply if Unmand fails to meet guaranteed service turnaround times. The following times represent the time past the relevant Service Level:

How do I apply for a service credit?

You can make a claim for a service credit by emailing us at [email protected]. We must receive your claim within two months of the end of the billing month that the service issue relates to. We will review your claim and advise the outcome of your request within 30 days of receipt. If we deem you are owed a service credit, we will apply it to the next monthly service fees that apply.

How are service credits calculated?

Service credits are calculated as a percentage of the total charges paid by you for the monthly billing cycle. We must approve all service credits before they will be applied.

When do service credits not apply?

There are times when we're not in the driver's seat and things are completely out of our control. We won't pay service credits for performance or availability issues:

• Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots or government action);
• That result from the use of services, hardware, or software not provided by Unmand, including, but not limited to, issues related to a client's systems, changed requirements, changes to a client's systems, downtime from external providers or inadequate bandwidth;
• That are caused by the Customer's use of a Service after Unmand advised the Customer to modify the use of the Service, if they did not modify the use as advised;
• That result from the Customer's unauthorized action or lack of action when required, or from the Customer's employees, agents, contractors, or vendors, or anyone gaining access to our network by means of the Customer's passwords or equipment, or otherwise resulting from the Customer failure to follow appropriate security practices;
• That result from the Customer's failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance;
• That occur during planned downtime resulting from out of business hours software releases, updates and feature releases;
• That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist); or
• That result from the Customer's attempts to perform operations that exceed prescribed quotas or that resulted from our throttling of suspected abusive behaviour.

In addition, service credits for not meeting turnaround times won't be paid if:

• Unmand is awaiting a response from the Customer in order to progress a request. When this happens, turnaround resolution times will be paused and will not resume until the required information to resolve the request is received;
• Unmand cannot action or resolve a request because a change is required to a system not provided by Unmand or a product not supported by Unmand; or
• A request relates to development of a New Feature, or a Change Request that cannot be resolved in less than two (2) hours of engineering time. If resolution is estimated to require more than two (2) hours, Unmand will notify the Customer. In these cases, Unmand will collaborate with the Customer to define and agree the solution, timeline and any associated costs.

Quick Reference Guide

When do my requests count as support hours?

The following is intended as a guide only. If you're not sure if your request counts as support hours or you want to confirm if you'll be charged for something, get in touch. We're happy to help.