Support Services & Policies

Effective date: 1 July 2023

Welcome to Ascendr Support Services

At Ascendr, we understand the importance of providing exceptional support to our valued clients. Our dedicated support team is committed to ensuring that your experience with our software is seamless and productive. Whether you’re a new user getting started or a seasoned professional seeking assistance, we’re here to help every step of the way.

What We Offer

Our support services are designed to empower you to maximise the benefits of our software solutions. From technical assistance to professional guidance, we offer a comprehensive range of services to meet your needs:

  • General Support: Our team is available during UK business hours to address your inquiries, troubleshoot issues, and provide guidance on using our software effectively.
  • Severity-based Support: We prioritise support requests based on severity levels to ensure timely resolution of critical issues affecting your workflow.
  • Professional Services: For more specialised requirements, our professional services team offers tailored solutions such as customer journey mapping, training, and system setup. Please note that professional services may incur additional charges.

How to Reach Us

Getting support from Ascendr is easy. You can reach our support team through the following channels:

  • Email: Contact us at for assistance with your queries or concerns.
  • Ticketing System: Submit support requests directly through the ticketing system accessible within the Ascendr application.
  • Alternative Channels: In some cases, support may be provided through alternative channels such as Teams or Slack, at Ascendr’s discretion.

Our Commitment to You

At Ascendr, your satisfaction is our priority. We are dedicated to providing timely and effective support to ensure that you derive maximum value from our software solutions. Whether you need technical assistance, guidance on best practices, or advice on optimising your workflows, our support team is here to assist you every step of the way.

Details of Support Services

1. Service Hours and Exclusions:

Ascendr commits to minimising service disruptions and will endeavour to schedule maintenance activities outside of regular service hours. No planned outages are anticipated.
Support services are available from 09:00 to 17:00 UK hours, excluding UK bank holidays and weekends.

2. Support Eligibility

  • Support services are primarily offered to paying customers, defined as companies that have signed a SaaS agreement with Ascendr and are within their contracted term.
  • Ascendr reserves the discretion to extend support services to non-paying customers based on specific circumstances and needs.

3. Scope of Support:

  • Support services encompass general assistance and troubleshooting related to the use of the Ascendr software.
  • Please note that professional services, such as customer journey mapping, training, and system setup, may incur additional charges. Details regarding pricing and availability of professional services can be provided upon request.

4. Support Channels

  • Support is primarily offered via email ( and the ticketing system accessible within the Ascendr application.
  • In some cases, support may be provided through alternative channels such as Teams or Slack, at Ascendr’s discretion.
  • Access to the ticketing system within the Ascendr application is the preferred method for submitting support requests.

5. Severity Levels

  • Severity levels for support issues will be communicated to the customer via the ticketing system. Ascendr will define the severity level based on the impact on the customer’s workflow.
  • Ascendr Support will work with the customer to define the severity level, but the customer retains the right to request escalation or de-escalation of the case as needed.
Severity LevelInitial Response Time
S1 (System Down)8 hours
S2 (Work Stoppage)24 hours
S3 (Medium)48 hours
S4 (Low)72 hours

6. Client Acknowledgement

  • The Client acknowledges and agrees:
    • Ascendr will take reasonable steps to provide Support where necessary during the Term.
    • The Client must first endeavor to resolve any issues with the Software internally, and Ascendr will not assist with issues that are beyond its reasonable control.
    • The Client is responsible for all internal administration and managing access, including storing backup passwords and assisting its Personnel to access and use the Software.

7. Response and Resolution

  • Ascendr commits to acknowledging support requests promptly and resolving issues in a timely manner.
  • Response times are based on the severity levels outlined above.
  • Resolution efforts will continue until a solution is reached or as agreed upon by Ascendr and the customer.

8. Language and Communication

  • Support services are provided exclusively in English.
  • Communication between Ascendr Support and the customer will primarily occur through tickets or emails.