Product Support
Have questions about services, purchasing, subscriptions or licenses?
We’re here to help! No matter what service, application or tool you have purchased, FELCO Support will respond within 8 hours on business days (24x5).
Open a Support Ticket on the FELCO Technical Support Portal and log in to create a ticket or search articles in our knowledge base.
FELCO Solutions Standard Support
Standard Support Level Agreement - SLA
Standard Support is included with all FELCO Solutions software applications purchases and services via opening a ticket or contacting our support team. Review the Standard Terms and Conditions for our software policies and support. In addition the SLA Policies for support tickets are displayed below.
Support Response Time Goals
Urgent
Hours. 24 x 7
Impact. Application is down, impacting associated business systems. No Workaround exists.
Response Time Goal. 4 business hours (via the FELCO Technical Support Ticket)
High
Hours. 24 x 5
Impact. Issue affects essential functions and no Workaround exists; or Issue is blocking critical systems tests or deliverables.
Response Time Goal. 1 business day
Medium
Hours. 24 x 5
Impact. Issue affects performance and a Workaround exists.
Response Time Goal. 2 business day
Low
Hours. 24 x 5
Impact. General product questions relating to development, feature issues, or Documentation.
Response Time Goal. 3 business days
-
FELCO Solutions offers 24x5 support (24x7 for Urgent Support tickets) bound by the SLA times listed above.
-
The SLA times listed are the time frames in which you can expect the first response.
-
FELCO Solutions Support will make a best effort to resolve any issues to your satisfaction as quickly as possible. However, the SLA times are not to be considered as an expected time-to-resolution.
Hours of Operation
-
24x5 - FELO Solutions Support team is actively responding to tickets Monday 8am Eastern Standard Time through Friday 5pm Eastern Standard Time.
-
24x7 - For Urgent Support there is an engineer on-call 24 hours a day, 7 days a week.
These hours are the SLA times within the FELCO Solutions Support Portal.