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.
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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)
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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
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Medium
Hours. 24 x 5
Impact. Issue affects performance and a Workaround exists.
Response Time Goal. 2 business day
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Low
Hours. 24 x 5
Impact. General product questions relating to development, feature issues, or Documentation.
Response Time Goal. 3 business days
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FELCO Solutions offers 24x5 support (24x7 for Urgent Support tickets) bound by the SLA times listed above.
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The SLA times listed are the time frames in which you can expect the first response.
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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.
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Hours of Operation
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24x5 - FELO Solutions Support team is actively responding to tickets Monday 8am Eastern Standard Time through Friday 5pm Eastern Standard Time.
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24x7 - For Urgent Support there is an engineer on-call 24 hours a day, 7 days a week.
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These hours are the SLA times within the FELCO Solutions Support Portal.