Customers paying a monthly subscription for either the Business Email or Business CRM package can access our 24/7 Telephone Support line on 0845 223 9000.
The Cobweb Service Desk provides a single point of contact for all service related requests.
The preferred methods of contacting us are via Control Panel or by visiting our online support pages.
We can also be contacted by emailing us at
support@cobweb.com
Core Hours of Service
• 24/7 365 days a year
• UK Based Professional Service Desk
All incidents or enquiries will be logged and
we will aim to respond and resolve enquiries within the below time
scales. Please note these are targets and not SLA’s as each
incident may have several elements to be investigated.
On contact please help us to help you, you will be asked for
information to identify you and may also be taken through some
troubleshooting steps to help us resolve your issues.
This will include, but not be limited to the following:
• Your name, business name and email address
• Your contact telephone number
• Details of your incident or service request, including the business impact
• A case number if you are enquiring about an open issue
What you will receive from the Service Desk
• Incident Reference Number
• Assigned Severity Code
• Incident Owner
• Regular updates as to the investigations/outcome of your enquiry
|
Severity code |
Business impact |
Target response time |
Target resolution time |
|
1 |
• An unplanned incident causing loss of service to multiple Users in Multiple businesses/locations • Designated Priority User unable to work |
1 hr |
2 hrs |
|
2 |
• Individual User unable to work • Reduced functionality causing severe disruption to the completion of business critical tasks |
2 hrs |
4 hrs |
|
3 |
• User experiencing a problem • Reduced functionality causing some disruption to the completion of business critical tasks |
4 hrs |
8 hrs |
|
4 |
• Non-urgent query or request • Reduced functionality resulting in minimal impact to Users |
1 day |
5 days |
|
IMAC |
• Chargeable service request for Installations, Moves, Additions and Changes (E.g. Professional services and any customer specific enquiry not relating to a fault.) |
2 days |
As agreed with User |
You will also have the ability to resolve common issues by accessing our detailed online Knowledge Base Knowledge Base.
Also for details of any planned or unplanned service outages, please log onto our live service status pages.