iPRO Support Agreement & Business Opening Hours

Modified on Mon, 29 Jan at 3:17 PM

It is vital that you know exactly what to expect when you use the iPRO support desk, we aim to deliver a personal and responsive service so you know exactly when a particular issue or request will be resolved.


iPRO Support Agreement


Your licence agreement includes the following:


  • Business Hours - 9am - 6pm (Mon - Fri)
  • Ticket Support
  • SLA Tickets responded to within 2 business working days
  • Out of hours support - £120 per hour (on request)


Please note that some bugs are more technical than others and therefore may take longer than expected, where this arises you will be notified via the ticket and a due date will be assigned.  


Thorough testing before and after applying updates will ensure critical bugs are kept to a minimum, we request that clients proactively test their website and system after a scheduled update.



1 to 1 Assistance


Our coaching credits offer one-to-one consultancy, providing tailored support to overcome specific challenges. This isn't just training; it's an opportunity to get new users up to speed quickly, ensuring they feel confident in using iPRO the right way. 


Benefits include:


  • Fast-track your new user's learning curve. Speed up their expertise with personalised training.
  • Confidence in Every Click. Provide assurance that tasks will be executed correctly.
  • Peace of Mind, Zero Mistakes. Relax knowing potential mistakes and mishaps can be avoided.


>> Signup for coaching credits here


Exceptions


If your ticket is classified as a work request or a feature request, it is not applicable to the above SLA's.  A separate agreement will be provided within the quotation for the work completion.  


We currently work on an 8 week development cycle, this means any new paid development work will have an 8 week lag before work is scheduled. 


Definitions

Bug vs Enhancement



Enhancement


Adding new functionality or changing existing functionality in a way that makes the software application more efficient, faster, more usable, more useful, and/or more desirable. (Makes the application subjectively and/or objectively "better").


Defects/Bugs (2 types):


Technical

A definable problem within the code or database layer of a software application that causes the application to not work as expected or give incorrect output.


Functional


Existing functionality or feature that is not serving its expected purpose (i.e., it's broken) or lacking *critical* functionality to accomplish a particular task.


Whereas implementing an Enhancement makes the application "better", fixing a Functional Defect makes the application "correct", not necessarily "better".


We have the following definitions within iPRO for critical and high priority tickets:


Critical Tickets


A critical ticket is classified as a show stopper, it stops you from processing a booking / payment whether via the website or via the back office.


A defined list of reasons for an "Critical" Tickets

  • Cannot process card payments
  • Cannot process a booking
  • Cannot load the CRM booking system
  • Website doesn't load
  • Checkout pages do not load on the website
  • Synchronization with Rentals United is not working


High Priority Tickets


A high priority ticket is still treated as a severe problem but there is usually a workaround to the current situation and therefore allows us more time to resolve the issue.


Examples of high priority Tickets


  • Emails not working
  • Property not showing within search results
  • Property page doesn't load
  • Price calculating incorrectly
  • A property is not syncing correctly with a channel
  • A function with the CRM is not working i.e a button does not work
  • Incorrect financials automatically populated on a booking
  • Report data in accurate (financials)


Medium Priority Tickets


A medium priority ticket is more of annoyance than a critical bug, there is a workaround and it doesn't impact on your workflow.


Examples of medium priority tickets

  • Payment schedules not updating correctly
  • Payment schedule not created correctly
  • Tokens not working correctly within emails
  • Fields not visible correctly / display incorrectly on different size screens
  • Mobile responsiveness issues
  • Dashboard reports not displaying correctly
  • Web customisation where things do not display correctly in different browsers or slight misalignment of boxes etc...


Low Priority Tickets


Low priority tickets are more for reference, they do not impact on anything and can be more question based than actual problems.

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