epaPRO Support & Escalation Process

If you raise a ticket with us for the epaPRO Assess product we will endeavour to reply and resolve the issue under our usual SLA’s based on the requests priority.

epaPRO Support SLA's

However if the issue needs further assistance from risr/, or investigation from their side, then we will escalate it to them.

If the ticket needs development from both Skilltech & risr/ then we will update you and amend the ticket to be a feature request to allow both us and you to track the progress.

If it only requires development from the risr/ team we will move it to Pending or Escalated and update you with details on when the work is available to you.

Note that if there is development needed from risr/ then their SLA’s will also be applicable to any such development. If an issue is Critical then they have a 24 hour time to resolution SLA, our SLA to resolution for a Critical incident would be 4 hours. If both fixes need to be deployed in conjunction for any reason then this will mean an extension to our usual SLA to allow us time to test and liaise with the risr/ team to deploy the fix.