Hydrolix has several mechanisms for customers to access support.

Self Service Support Resources

Hydrolix provides documentation for those that would prefer Self Service capabilities and this can be found within our docs site here.

Support Channels

Hydrolix provides customers the following support channels.


Email Support	[email protected]

* Emails received will always be created as Low Priority See Below

Support Service Levels

Choose the support level you require to meet your business needs.

Severity Level	Metric	Basic	Standard	Premium
1. Urgent - Severe functionality loss, data loss or System is Down. Key business functions cannot be performed. A problem is deemed Critical when no acceptable alternative solution (e.g. workaround) is available.	Availability	Business Days	24/7 x 365	24/7 x 365
	Response Time	8 Hours	2 Hours	30 Mins
	Update Time	Weekly	Daily	1 Hour
	*Target Mitigation/Fix Times	N/A	3 Business Days	24 Hours
2. High - A feature or function is failing, limiting the ability to utilize the Hydrolix Service. Hydrolix service is disabled or not working as documented. Serious problems are demonstrable. Severity 2 issues are not “critical” and a reliable alternative method exists.	Availability	Business Days	Business Days	24/7 x 365
	Response Time	2 Business Days	4 Hours	1 Hour
	Update Time	None	Weekly	4 Hours
	*Target Mitigation/Fix Times	N/A	1 Business Week	1 Business Week
3. Normal - Any other case where a feature or function of Hydrolix is not working as documented. Any case where a non serious feature of function within the Hydrolix system is not operating or has become unstable.	Availability	Business Days	Business Days	Business Days
	Response Time	None	2 Business Days	1 Business Day
	Update Time	None	None	1 Business Day
	*Target Mitigation/Fix Times	Within 2 Releases	Within 2 Releases	Within 2 Releases
4. Low - Service Request. Billing information and Feature requests and ‘How-To’ questions should be at this level.	Availability	Business Days	Business Days	Business Days
	Response Time	None	2 Business Days	1 Business Day
	Update Time	None	None	None
	*Target Mitigation/Fix Times	N/A	N/A	N/A

Business Days are defined as any day except Saturday, Sunday and any public bank holidays that are observed by Hydrolix and are set between the hours of 08:00-17:00 local time of the customer creating the support ticket.

Any Urgent and High tickets must be accompanied by a Phone call to the Hydrolix support number for SLA to apply.

*Target Mitigation and fix times are applied only to Hydrolix hosted deployments.