Support Overview

Ciptex - Support Overview

Raising a Support Ticket

Customers can raise a ticket through our Support Portal, by telephone, or by email during support operating hours.

Support Portal

support.ciptex.com

To log in to the Support Portal, use the username and password provided to you by Ciptex Support during onboarding. If you have not received your credentials, or if you need additional users to be set up on the system, please contact us at support@ciptex.com or call +44 345 8800 808 and we will arrange access for you.

Telephone

+44 345 8800 808 (Option 2 for Support)

Email

You can also raise a ticket by emailing support@ciptex.com. We encourage raising tickets through the Support Portal where possible, as it takes you through a workflow that captures the information needed to help resolve your ticket as quickly as possible.

Service Status

You can view the operational status of Ciptex services at status.ciptex.com and subscribe to receive automated updates. We also strongly recommend subscribing directly to Twilio status updates at status.twilio.com for any Twilio-led incidents.

Support Operating Hours

Standard business hours are 09:00 - 17:30 Monday - Friday (excluding public holidays in England). Support outside of these times requires an enhanced support package or will be chargeable in accordance with the terms and conditions.

Support package pricing is provided in quotation proposals by your account manager, typically as a percentage of monthly spend or a fixed amount.

Package	Hours
Business Support	09:00 - 17:30 (GMT), Monday to Friday, excluding public holidays
Extended Support	00:00 - 23:59 (GMT), Monday to Sunday, excluding 25 December and 1 January

Fault Categories

When raising a ticket, a category can be selected to define its priority and importance. If Ciptex engineers determine that a ticket has been incorrectly categorised, we reserve the right to reclassify it accordingly. You will be notified if this occurs.

Category	Definition
P1 - Business Critical	A complete loss of service or a significant feature that is completely unavailable, with no workaround available. Only applicable to production applications. Does not include issues or problems in development or staging environments.
P2 - Degraded Service	Intermittent issues or reduced quality of service. A workaround may be available. Does not include issues or problems in development or staging environments.
P3 - General Issue	Product questions, feature requests, and development issues.
P4 - Information Request	Requests for documentation or advice on service operation.

Response Times

Ciptex monitors SLAs based on Time to First Response (TFR) - a first meaningful response on your ticket, not an automated acknowledgement.

Category	Definition	Production	Extended
P1 - Business Critical	Complete loss of service, no workaround	30 minutes	30 minutes
P2 - Degraded Service	Intermittent issues, workaround may exist	2 hours	2 hours
P3 - General Issue	Product questions, feature requests, dev issues	8 hours	8 hours
P4 - Information Request	Documentation or advice requests	16 hours	16 hours

All response times are within the applicable support hours for your package.

Reason for Outage (RFO)

Ciptex will provide a Reason for Outage report to clients on request following a major incident, where there is a complete loss of service. The aim is to provide the RFO within 10 working days, providing a narrative that covers the cause, timeline of events, mitigation steps, and any recommendations.

If the incident was caused by a Twilio-led issue, we will provide a copy of the Twilio Incident Report on request.

Escalation Matrix

An escalation matrix is provided to all customers as part of the onboarding process and is available on request. If you require a copy, please contact your account manager or raise a ticket through the Support Portal.

Contact Us

Support Portal	support.ciptex.com
Telephone	+44 345 8800 808 (Option 2 for Support)
Email	support@ciptex.com
Service Status	status.ciptex.com