If you encounter any issues or have any questions, you can contact our support desk by emailing support@wymo.co.uk.
Alternatively, you can call us on 020 303 93984, however for the quickest response time we recommend emailing first.
This will generate a support ticket in our system which is then assigned to a Wymo support agent. All responses will be logged, alongside information such as the nature of the issue, how it was resolved and the time it took to resolve.
Our support agent will work with you, in line with the structure of our Service Level Agreement (SLAs) and Support Package, to resolve your issue either remotely via our support software or by organising a site visit. Our standard support hours are 08:00am – 18:00pm.
Service Level Agreement (SLAs)
Priority 1 - Critical
P1 tickets represent critical issues that cause a complete system failure or a significant disruption to core business
operations, affecting multiple users or services. These issues require immediate attention and resolution to prevent
substantial financial or operational damage. You will receive an immediate response (within 15 minutes) and a resolution goal of within 2-4 hours.
Priority 2 - High
P2 tickets indicate high-impact issues that significantly impair functionality for a large number of users or key services, but do not completely halt business operations. These issues are urgent but not as critical as P1 tickets. You will receive a response within 30 minutes and a resolution goal of 4-8 hours.
Priority 3 - Medium
P3 tickets cover moderate-impact issues that affect individual users or specific non-critical systems. These issues do not disrupt overall business operations but may hinder productivity or user experience. You will receive a response within 1 hour and a resolution goal of within 24 hours.
Priority 4 - Low
P4 tickets refer to low-impact issues that affect a small number of users or involve non-urgent requests for support or changes. These issues are not time-sensitive and have minimal impact on business operations. You will receive a response within 4 hours and a resolution goal within 3 business days.
Priority 5 - Planning
P5 tickets are for planned maintenance, upgrades, or future project work. These tasks are scheduled well in advance and
have no immediate impact on daily operations. They are typically part of ongoing efforts to improve IT infrastructure and services. No immediate resolution time is required and this will be scheduled according to the project plan.