Emergency support

Please adhere to the following process for any emergency issues:
  1. Any critical or urgent support requests should first be logged in ClickUp, taking care to add as much detail as possible to help us review and resolve the issue as quickly and efficiently as possible.
  2. Set the ticket priority to "Urgent" - by doing this, an automation rule assigns and tags your Project Manager, highlighting this ticket as an item to be picked up ASAP.
  3. Your Project Manager (or a member of the Plume team) will comment on the ticket to acknowledge the request has been received, and ask any follow-up questions.
  4. If a response is required outside of our business hours, then emergency assistance is available in accordance with your contracted Response SLA. To trigger this, please follow up the ClickUp request with an email to emergency@plume.co.uk, which will trigger additional alert(s) to our team.

Requesting emergency support outside of business hours carries an increased fee, inline with your contract terms. This is typically charged at 2x your regular rate, with a minimum charge of 0.5 day rate. Please refer to your Continuous Delivery contract to clarify contractual definitions of business hours, Response SLA times, and rates.