Support

User Documentation

Get started with Cipherise setup guides.

Technical Documentation

Access developer docs and integration guides.

Cipherise Success & Support Services

Create a case through emailing us at [email protected] or calling 1300 200 724

Priority Levels

Standard
Enterprise Support
Support Access
Support Coverage
Business hours
Enterprise-grade (24x7)
Support Contact
Email service
Priority web & phone
Case Assignment
Standard
Priority
Cipherise Knowledge Hub Access
Engagement Manager
Named Client Success Manager
Access to training specialists
(remote)
Change Management
Periodic Health Checks
Business Reviews
Semi-Annual
Beta Feature Invitation
Onboarding
Welcome Content & End User Guides
Onboarding Webinar
Deployment Advisor

Cipherise will establish the priority level of each reported support request, classified as follows (each, a “Priority Level”):

Priority Level
Description
Example
Level 1
A severe impact software issue that can't be easily bypassed, affecting all users and limiting the customer's ability to perform essential business functions.
The service is currently unavailable to all users in production, preventing users from registering, authenticating, or de-registering.
Level 2
This is a significant software issue that makes it difficult for the customer to use the software for essential business functions and affects over half of the users, with the software crashing or hanging in production.
Over 50% of users are being affected by failures in consistent response or non-response of production servers, preventing them from registering, authenticating, or de-registering.
Level 3
This is a moderate-impact software issue that affects more than half of the users. It limits the customer's ability to perform essential functions using certain parts or features of the software, but it can be reasonably bypassed.
Registering, authenticating, and de-registering require workarounds for 50% or more of the users.
Level 4
Small impact on functionality or performance in production or non-production. Affects some users. Automatically allocated for testing issues.
Some non-critical features malfunction, preventing completing actions. Product occasionally fails; retries fail too.
Level 5
A trivial request for information or to address a minor, non-material issue with no impact.
Feature requests, activities for users to follow.

Response Times

Enterprise Support Service – 24 x 7 x 365 hours

Standard Support Response Time for the Service during Australian Eastern Standard Business Hours 

Priority Level
Issue Acknowledgement
Subsequent Updates
Level 1 - Enterprisse ,Level 1 - Standard
1 Hour, 4 Business Hours
2 Hours ,12 Business Hours
Level 2 - Enterprise, Level 2 - Standard
3 Hours ,12 Business Hours
6 Hours ,24 Business Hours
Level 3 - Enterprise ,Level 3 - Standard
12 Hours, 24 Business Hours
12 Hours ,72 Business Hours
Level 4 - Enterprise, Level 4 - Standard
24 Business Hours,24 Business Business Hours
48 Business Hours 72 Business Business Hours

Response Times by Cipherise

Cipherise will address all support requests from the customer using customer-provided information in the designated support response times. Communication is through the nominated client-designated support contact.

Resolution by Cipherise

Cipherise will strive to solve errors within the designated time frame using an agreed-upon action plan. If the error cannot be resolved within the designated time frame, Cipherise will communicate any available solutions. Both parties will work together to resolve the issue at hand.

Client Delegated Support Representative

Cipherise will strive to solve errors within the designated time frame using an agreed-upon action plan. If the error cannot be resolved within the designated time frame, Cipherise will communicate any available solutions. Both parties will work together to resolve the issue at hand.