What happens when I contact support?

When you get in touch, we'll create a case and assign it to a member of our team who'll keep you updated all the way.

This Responsive Labs Support policy is applicable to your use of either DDR or DDR Buyside, each referred to as the "Service" as applicable. Words with capital letters will have the meanings given to them in the specific terms for DDR or DDR Buyside.

When are we available?

Our normal support hours are from 09:00–17:00 UK, Monday–Friday, excluding public holidays in England).

You should contact us with support queries via our support form here. Alternatively you can email support@responsivelabs.net.

Our Responses

Regardless of your Subscription Level, we aim to be helpful and accommodating at all times and will do our absolute best to assist you by email without delay wherever possible.

For Clients on our Enterprise plan, we'll be supporting you remotely by telephone and/or email using the following severity levels:

Severity 1 – Critical issue

Critical production issue that severely impacts your use of the Service. The situation halts the business operations and no procedural workaround exists.

It is business critical for you.

Practically, what does that mean?

• The Service is offline and inaccessible by all or a large number of users.
• A major loss of critical functionality that's affecting most users.
• A widespread or significant data loss that must be restored from backup.

When will I get a first response?

4 hours

What's your target for resolution?

24 hours

What do you do when I raise a case like this?

A member of the support team will contact you to understand the exact issue that you are experiencing and then outline the steps we're taking. Our senior management team will be notified immediately. All necessary resources will be assigned to resolving the issue. If a fix within 24 hours is not possible, you will receive updates to your case every 3 hours until the issue has been resolved.

Severity 2 – Major issue

Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists.

It affects parts of your business.

Practically, what does that mean?

• The Service is operational but highly degraded performance to the point of major impact on usage.
• Important features of the Service are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

When will I get a first response?

24 hours

What's your target for resolution?

48 hours

What do you do when I raise a case like this?

A member of the support team will contact you to understand the exact issue that you are experiencing and then outline the steps we're taking. If a fix within 48 hours is not possible, you will receive updates to your case every 6 hours until the issue has been resolved or escalated.

Severity 3 – Medium impact

There is a partial, non-critical loss of use of the Service with a medium-to-low impact on your business, but the business continues to function. Short-term workaround is available, but not scalable.

It affects your business to a minor extent.

Practically, what does that mean?

• An occasionally used function is not working as expected.
• A specific report is not available or specific data is not available on a report.
• A single user cannot access the platform as a result of an application issue.

When will I get a first response?

48 hours

What's your target for resolution?

5 working days

What do you do when I raise a case like this?

A member of the support team will contact you to understand the exact issue that you are experiencing and then outline the steps we're taking. All updates will be pushed automatically to the Service where you can check for a resolution.

Severity 4 – Low Impact

A low impact inquiry regarding a routine technical issue or a bug affecting a small number of users. Acceptable workaround available.

Practically, what does that mean?

• A minor look and feel issue.
• An occasionally used function used by a small number of users is not working as expected but there is a workaround.

When will I get a first response?

For low impact issues, we aim to acknowledge within 3 working days, although this is not guaranteed.

What do you do when I raise a case like this?

Our team looks to address all issues raised to our support desk. However, where an issue is low impact or cosmetic and affecting a small number of users, this will be added to our ongoing development for consideration in future releases. When this occurs, a member of our support team will contact you to update you.

Cooperation and Timely Responses

It is important to work collaboratively to resolve issues efficiently. While we strive to adhere to our response and resolution times, delays in receiving necessary information or cooperation from your end may affect our ability to meet these timelines. We appreciate your understanding and prompt response to requests for information or actions to facilitate timely resolution.

Process

Our support personnel initiate the issue resolution process as soon as your report reaches us. Here's how we go about it:

(a) A case and ticket number are generated in our support system to officially log the defect.

(b) We categorize the defect based on its severity into one of four levels: Severity 1, 2, 3, or 4 to prioritize its resolution.

(c) Our team embarks on a detailed analysis and diagnosis to unearth a viable workaround or a lasting solution.

(d) Once resolved to satisfaction, we close the case.

Reporting support requests: support requests are officially logged and recognized once they are registered in our support system as described in step (a). If a defect is reported outside of our standard service hours (09:00–17:00 UK, Monday–Friday), it will be registered the following business day as soon as our support hours commence. This ensures your concerns are addressed systematically and without delay, aligning with our commitment to providing responsive and efficient service.

We count on your understanding and cooperation to make this process smooth and efficient.

Feature Request

This is when a feature/function that you would like to have available doesn't exist currently.

What steps to take

If you are unsure if your query is a new feature, reach out to the support team to confirm this doesn't exist already or may be on the roadmap already. Our support team may be able to offer an alternative solution.

Want Responsive Labs to consider your feature idea?

Submit your new feature ideas here.

At Responsive Labs we are committed to delivering solutions that our Clients love and continually enhance our solutions to meet changing requirements. We undertake extensive research, in addition to gathering feedback from our users, whilst looking at market trends and new technologies that help shape our roadmap.

When will I get a response to my Feature Request?

We aim to respond to feature requests within a 3 month period. Our product team reviews feature requests weekly, however our development cycle runs over a 3 month period.

Need your feature considered sooner?

Reach out to your account manager and we will connect you with the right team members to explore your requirements. A feature request may not always be possible but we will do our very best to offer an alternative solution or workaround.