Getting support
Four ways to reach us, and what to expect once you have. If it is urgent and officers are affected, phone — it is the fastest route to a person.
How to reach us
What to expect
Every report is acknowledged and given a severity, which sets how quickly it moves. The response times below apply to agencies holding an enterprise support agreement. Whatever your agency has agreed with us is what governs — check your agreement, or ask us and we will confirm it.
| Severity | What it means | First response Enterprise agreement |
|---|---|---|
| Critical | System inoperable for all or a significant portion of users | 15 minutes |
| High | Substantial degradation or a critical feature unavailable | 4 hours |
| Medium | Works, but not as expected; limited number of users affected | — |
| Low | Questions, configuration requests and enhancement ideas | — |
First response is the commitment we control, so it is the one we publish. How long a fix then takes depends on what is wrong, and sometimes on a third party. We will tell you what we have found and what happens next — and for anything critical, we keep telling you until it is closed.
A dash does not mean we are not working on it. Medium and low severity reports carry no committed response time, but they are triaged the same day and you will hear back.
Helping us move faster
Most of the delay in resolving an issue is spent working out what happened. Anything you can tell us up front comes straight off the clock.
- What you expected, and what happened instead. One sentence each is plenty.
- How to make it happen again. The single most useful thing you can send. An issue we can reproduce is usually an issue we can fix that day.
- Who is affected — one officer, one unit, or everyone. This is what sets the severity.
- When it started, and whether anything changed around then — a release, a device rollout, a network change.
- A screenshot or the error text, if there is one.
Where to go first
Some things are faster to solve without us:
- Passwords, account unlocks and new users — your own administrators can do these immediately. See the administrator guides.
- A device that will not connect — usually your agency's network or MDM rather than Smart Squad. Worth a check before raising a ticket.
- Issues inside your RMS, CAD or evidence system — those belong to that vendor. If the problem is the connection between them and Smart Squad, that is ours, so tell us and we will work it with them.