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Customer Support Policy
Autto Limited operates a customer support desk from Monday to Friday from 9am to 6pm London Time excluding English national holidays. Customers can contact the Helpdesk through the support widget (accessible through the ? icon) within your Autto admin dashboard.
Within support hours, we will respond to any support queries within two hours for priority support customers and within 6 hours for other customers. We always aim to provide a solution to customer queries as soon as possible. We do not offer guaranteed support response to users on the free trial, though we will do our best to respond as quickly as possible.
To minimize the occurrence of bugs within our software Autto operates a policy of unit, integration and regression testing for all developments of our software. We try our utmost to prevent bugs occurring but as with all software occasionally this occurs. In the event that a bug occurs within the Autto software we will aim to resolve to our customers satisfaction as soon as possible. To help us manage that process each bug is assigned a level of priority for resolution within Autto’s development process. The levels of priority are as follows:
Urgent: Bugs that disable the core functionality of the Autto application and for which there are no workarounds. We aim to fix Critical bugs within 48 hours of reporting or sooner.
High: Bugs that affect the functionality of an Autto feature and prevent it from delivering its full functionality to Autto customers. We aim to fix High priority bugs within two weeks of reporting or sooner.
Normal: Bugs that do not affect critical user functions within an Autto feature but which may reduce its functionality or performance or for which workarounds are available within the Autto product. This may include bugs which have an effect on user experience rather than functionality. We aim to fix medium priority bugs within four weeks of reporting or sooner.
Low: Bugs that do not affect core functionality but may be cosmetic, inconvenient or cross-browser issues. These are prioritised for resolution as part of Autto’s standard development process and we do not offer a guaranteed resolution period.
All time periods for commitment of fixes are from the first customer support hour after the notification of the bug. All support tickets are time and date stamped on receipt within our help desk software.