Support Procedure and SLA Times

End support is offered to Administrative users only, with requests sent through to support@capsule.ac.uk where one of our team will respond asap.

Tickets are triaged and prioritised according to severity of issue and number of users impacted.

High Impact 

Service is unavailable to all users - for example, students are unable to login to Capsule.

    Support Hours 08:00-18:00 Monday - Sunday (UK time)
    Response time of 1 hour
    Fix target 24 hours

Low Impact

A partial service failure that's impacted less than 50% of the service base - for example, images in cases aren't loading for some users.

    Support Hours 08:00-18:00 Monday - Friday (UK time)
    Response time of 3 hours
    Fix target of 3 business days