At TIDEConnects responsiveness and quality are our bywords. This not only applies to our TIDE platform but to the way we support our customers as well.

From our consultative approach, and ensuring deployment is seamless, to our email-based support system and timeliness of our responses to your tickets – our customer’s success is our success.

“Thanks for all your time yesterday, fair to say that was the least painful integration I have ever put together (we run 2 shipping integrations covering 3 carriers, plus xero, unleashed, woocommerce….so it’s a credit to you and your team that this was so straightforward.”

– Hamish Cross, Duration Brewing

1. Support Provided Under our Subscription Agreement

Cover Times 09:00 to 17:30, Monday to Friday, excluding UK bank holidays
Cover Period 1 Year

2. Service Level Agreement (SLA)

Severity Failure Description Response Time Target Resolution
1. System Failed Synchronisation between connected systems is not happening 2 working hours 4 working hours
2. Transaction Failed A specific transaction (s) has not appeared in the target system or is incorrect 4 working hours 6 working hours
3. Other issues Core functionality is operational but there is a request for an enhancement of concern over performance 24 hours 48 hours

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