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The Syndesi System Support Policy (V3.0326)

We’re Here to Help 

If something in the Syndesi System isn’t working as expected, we’re on hand to get you back up and running quickly. This guide explains how to reach us, what to expect, and how we work together to resolve issues smoothly. 

How to Contact Us 

Our Support Team is available: 

  • Monday–Thursday: 08:30–17:00 
  • Friday: 08:30–12:30 

Please note that support is available during business hours only. When our offices are closed support is not available.  

You can contact us by: 

  • Raising a ticket in the Portal or in the Link app: this is the fastest way to log a ticket  
  • Telephone: 01952 984 920 

Details to Include 

Sharing clear information is required to enable us to diagnose issues faster. Please include: 

  • Your name, phone number, and preferred contact times 
  • The affected company and site name 
  • The user(s) experiencing the issue 
  • Course ID or reference, if applicable 
  • Screenshots, error messages, or steps to reproduce the problem 

 

Scope of Support Services 

Support services are limited to diagnosing and addressing faults, errors, or failures in the Services when used in accordance with the Agreement and applicable Documentation. 

The Customer is responsible for ensuring that users are appropriately trained and familiar with the Services, operating instructions, and supported environments. The Support desk is not intended as a substitute for training. However, as a discretionary service and not as a matter of obligation, the service desk may be available to answer “How do I ?” type queries. 

Support requests determined to fall outside the scope of contracted support may be provided on a chargeable basis. 

Support services do not include: 

  1. training or onboarding Users; 
  1. assistance with functionality covered in Documentation;  
  1. issues arising from Customer’s or Authorised User’s actions or omissions, including any misuse of the Services; 
  1. issues arising due to the Customer Environment, third-party systems (including Other Applications), or unsupported configurations or environments; or 
  1. network or internet connectivity issues which: (i) are not directly attributable to the Supplier; (ii) are caused by or relate to the Customer’s network connections, servers or telecommunications links; or (iii) are caused by the internet.  

Any assistance provided outside the scope of this policy is at the Supplier’s discretion. 

Ticket Acknowledgement 

  • All support requests will be assigned a unique Ticket number.  
  • We aim to acknowledge all support requests within 4 working hours.  
  • If you submit a ticket outside working hours, the acknowledgement window starts at the start of the next working period. 
  • Example: A ticket logged at 14:30 on Friday will be acknowledged by 12:30 on Monday. 

Issue Prioritisation and Response Targets 

Every issue is assigned a priority by the Syndesi System support desk so that we can respond consistently and fairly. 

High Priority 

  • Issues preventing core use of the Syndesi portal or Syndesi Link 
  • Response: within 1 working day 

Medium Priority 

  • Issues affecting use but with a workaround available 
  • Response: within 3 working days 

Low Priority 

  • Minor issues or cosmetic improvements 
  • Response: within 10 working days 

If an issue requires deeper investigation or third-party input, we’ll update you on progress and expected timescales. Response targets represent our objectives and do not constitute guaranteed resolution times. 

Customer Responsibilities 

Working together helps us resolve issues more quickly and accurately. Customers are expected to: 

  • Provide clear, accurate information when raising issues in sufficient detail to enable us to investigate the reported issue 
  • Keep user access and permissions up to date 
  • Use supported devices, browsers, and network setups 
  • Report issues promptly 
  • Respond to requests for additional information as needed 
  • Cooperate with any diagnostic or investigative steps requested 

Data Protection and Security 

We take data protection seriously and handle your information securely throughout the support process. 

Our Commitments 

  • Logs, screenshots, and shared information are treated as confidential 
  • Support staff follow strict access controls 
  • Only the minimum necessary data is accessed when investigating an issue 

Change Management 

We’ll keep you informed about updates and changes that may affect your use of the Syndesi System.  

How We Communicate Changes 

  • Email notifications to key contacts 

Maintenance & Scheduled Downtime 

We perform planned maintenance to keep the Syndesi System secure, stable, and running smoothly. 

Advance Notice 

We’ll notify you ahead of any maintenance that might affect access. 

Typical Maintenance Windows 

Maintenance is usually scheduled outside peak hours, and we’ll confirm timings in advance. 

Service Impact 

Some features or the whole system may be temporarily unavailable during maintenance. Any expected impact will be clearly outlined. 

Suggestions and Enhancements 

We welcome your feedback, suggestions and improvement requests. Please email your suggestions to [email protected]. Please note that we do not have any obligation to implement any suggestion or improvement request.