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This article defines the scope of the Essential Success support package provided by Hornbill and should be read in conjunction with the applicable Hornbill Terms of Service. The Essential Success Plan provides an essential level of support and is included free of charge as part of your subscription to the Hornbill service.
Ensuring your success
Information to help you is available here on our docs site and also in our Community forum, where issues and questions receive informal support from the Hornbill community.
Many members of the Hornbill team are also active in the Hornbill community. In addition to your fellow Hornbill subscribers who may share their successes and challenges relating to their Hornbill solutions, our development teams, product owners, and of course our Support team all monitor the traffic and coordinate to ensure that you get the right response from the right person. If you are reporting a critical issue relating to service availability, we aim to provide a resolution within four hours and post regular progress updates to ensure the whole community is kept up to date.
Note
Some critical issues not specifically relating to problems with our cloud infrastructure may require developer support to resolve. While full cradle-to-grave support for cloud infrastructure issues affecting availability is provided 24x7x365, development support is only guaranteed during normal UK business hours. Comprehensive support for all types of issues is available with the Premier Success Plan.
Registered contacts
You are required to provide Hornbill with the names and email addresses of support contacts who are responsible for managing your account:
| Role | Description | Required/Optional |
|---|---|---|
| Account Authority | This person can authorize changes to your instance, including ones that will affect your billing. Examples include increasing subscriptions, changes to the company name, and changes in contacts. This may be your implementation lead and it may be someone with a job title like Director or Head of Procurement. | Required |
| Primary Technical | This person is a Hornbill administrator and will engage with Hornbill Support and Customer Success. They will also be notified of any larger changes to Hornbill. | Required |
| Secondary Technical | This person is a backup to the Primary Technical contact. | Required |
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