Customer Support and Service Level Agreement

What are our standard support hours?

VinciWorks’ standard support hours are 8am - 5pm UK time Monday to Thursday and 8am - 3pm UK time on Friday, excluding bank holidays.

How should customers communicate with VinciWorks?

The best way to contact the VinciWorks support team is by email at [email protected]. This will automatically open a support ticket which will be picked up by a member of our team. We are also available during standard support hours by phone on +44 208 815 9308. VinciWorks clients can also contact their client account manager by phone or email.

What is our standard response time (not resolution time) for customer support enquiries?

Enquiries received Monday - Friday during UK business hours (8:00am - 5:00PM) are generally acknowledged the same day. Outside these hours, we generally respond the following day.

How long does it take us to resolve customer support enquiries?

The amount of time needed to resolve an issue depends on the type and complexity of the question. To give a guide of resolution times, we currently resolve over 90% of customer support tickets within 48 hours.

How long does it take us to apply customisations to online courses?

This depends again on the nature and complexity of the customisation request. Simple text customisations that do not require new design or audio narration are usually fulfilled within 3-7 days. More complex customisations may take 2-4 weeks. We will always do our best to make you aware of timelines and our progress as we work.

How do we notify clients of outages or major upgrades?

We have two primary channels of communication with clients. We send regular emails to customers with news about upcoming products and major changes. To be added to our mailing list, please contact us at [email protected]. We also notify system administrators in the Learning Management System and in Omnitrack about major changes or system events via popup notifications that appear when you log in. During major system outages, we will also communicate via email.

When do we undertake system maintenance?

We always schedule system maintenance outside of working hours, usually early on a Sunday morning. In the event of extended scheduled downtime, we will notify you in advance by email.

What is the expected uptime for VinciWorks' systems?

Our uptime over the past 10 years has been over 99.9%.

Are there any hidden or additional charges for customer support?

No. Our support team are available to assist you in using our products and services however much you need.