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About Hornbill’s customer services

Hornbill is here to assist you with 24x7 critical availability support as well as support packages and service packages. For greater detail about how Hornbill provides customer services to meet your needs, read on.

Critical availability support

This channel of support – for instance availability – is available 24x7x365 to all customers via the Support form. We monitor all systems at all times and have staff on call. There is also an escalation procedure in place that takes any critical problems to the top of the Hornbill organization to be dealt with.

Important

To get support, all customers should use the Support form. See more details in About the Support form and the Service Availability Check. Note that requesting support is different from making a service request. For service requests, use the Success Portal.

Emergency protocol

Our emergency protocol includes an immediate escalation, as well as a resolver group consisting of Cloud, Platform, and Development team members, forged to collaboratively provide knowledge and swift resolution of the incident, therefore restoring the instance back to good service.

Resolution and root cause analysis (RCA)

When support is needed for instance availability, we aim to resolve the issue within 4 hours, and to provide an RCA within five days of resolution.

We set ourselves very high standards here, aiming to achieve 99.9% uptime, and we achieve this by ensuring that our infrastructure, systems, processes, and automation for detection and self-healing are continuously evolved to the highest possible standard. While it is extremely unusual for our systems to fail in terms of service availability, it can happen. When things do go wrong, we are generally well aware of these types of problems and resolve them before our customers are impacted or aware of the problems.

What we need from you

Of your registered contacts, one must act as the named authority for effecting operational changes (e.g. new contact names). We need this because our information security policies require us to identify you before implementing changes or providing information in relation to customer/production instances. It is important that issues of a critical nature, and cloud infrastructure issues in particular, are reported by registered contacts only. One of the registered contacts will also have primary authority over your instance.

We approach critical issues with urgency. In order to progress critical issues as efficiently as possible, we also need your help. As concisely as you can, please outline your issues with as much relevant detail as possible.

We understand that certain issues can cause a significant impact to our customers and appreciate that as a result, this may place customers under a high degree of stress. We are here to help. In order to maintain our high standards, Hornbill needs to be able to guarantee that its staff are able to work in an environment that is free from obstruction to do so.

About the Support form and the Service Availability Check

This Support page is the gateway to all support channels. When you visit this page, you are asked to enter your instance ID and your email address. This information is used to identify you as a known, supported contact in relation to your instance. Once you have been identified, the gateway runs an automated Instance Service Availability Check against your instance. Based on the results of this check, you will be transferred to the Support portal, where the various support options available to you are presented.

For more details about what happens in this health check, see Service Availability Check.

Access to Hornbill’s Support form is available to all customers and is the place all customers should go to check the status of their instance. Customers with a Premier Success Plan will also be able to use the Support form to request support.

Premier Success Plan customers can raise an incident using the following options:

  • Report an emergency. My system is unavailable, or there is data corruption or a significant security issue. This raises a priority P1 (Critical) incident.
  • Report an urgent issue. My system is operational, but performance or important functionality is severely impaired. This raises a priority P2 (Severe) incident.
  • Report something broken or not working. There is an issue, but the service is operational, and most functions are still available. This raises a priority P3 (Moderate) incident.

While there is no telephone number for Hornbill Customer Support, a member of the team may phone you to address your needs.

About Hornbill’s Success Portal

Access to Hornbill’s Success Portal (also called our Customer Portal) is available to all customers who have registered contacts in place.

If your organization is on a paid-for support package (either the Premier Success Plan or Custom Concierge Plan), then you can use the Success Portal to track the issues you have reported to Support.

In the Success Portal, all customers are able to track requests made for professional services.

To access the Success Portal for the first time:

  1. Make sure you close any browser window with an active Hornbill session.
  2. Select the Forgot my password option using the email address you have provided Hornbill.

Note

If your organization is NOT on a paid-for support package, then your plan is the Essential Success Plan.

About Hornbill’s support packages

Hornbill offers the following support packages, also known as success plans:

About Hornbill’s service packages

Going beyond providing support, Hornbill also offers professional services. For information about Hornbill’s service packages, see Expert Services.

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