We're committed to providing you with an industry leading product and maximum availability (view live availability here).
If you are experiencing an issue with Firefish, we’ll make sure that it’s investigated and dealt with swiftly. You can reach our support team via live chat, email or phone and we guarantee a first response within 4 hours. Every reported issue is ticketed and dealt with according to the following priority levels:
Critical impact
Site is not operational and no work-around is available.
Firefish will work continuously until resolved
Target resolution goal: Average resolution goal is within 3 hours of reproducible case being reported
Severe impact
- Major function not working (users are unable to utilize a specific module area of Firefish, such as the job workflow or posting adverts)
- Reproducible errors which result in a lack of application functionality or intermittent system failure.
Good faith efforts by Firefish to provide:
- A work-around within 24 business hours
- Resolution within 7 business days
- If a work-around is not provided, then a plan for correction of the error will be provided within 2 business days of notification for completion within 7 business days
- If resolution cannot be provided within 7 business days, regular updates on expected resolution time to be provided.
Moderate impact
- Reproducible errors causing malfunction or non-critical functions.
- Customer can use the application with the issue outstanding.
Good faith efforts by Firefish to provide:
- A workaround within 24 business hours
- Resolution within 15 business days
- If resolution cannot be provided within 15 business days, regular updates on expected resolution time to be provided.
Client requests
- Web changes not controlled by the CMS
- Standard data upload or script to change data i.e. mass change ownership of candidates
- Data SQL export
- Bespoke data work.
Good faith efforts by Firefish to provide:
- Web changes within 7-15 business working days
- Standard data requests released within 7-10 business days
- Data SQL exports will be provided within 5-7 business working days
- Bespoke data scripts are released within 21 business days on average, but will be confirmed upon confirmation of script.
