OneDirectory Support Policy
This policy represents OneDirectory’s support terms and details contact information, support hours, response times, support resources and levels of support.
Contact Information
OneDirectory Support can be contacted by email at support@onedirectory.com, and through the support chat on the OneDirectory website and in the OneDirectory app itself.
Support Hours & Channels of Service
Chat support is available 24/7 through our AI support agent, which answers most product and account questions immediately and hands over to our team when needed.
Team support is available Monday to Friday, 9:00 A.M. to 5:30 P.M. Irish time, excluding Irish public holidays. Requests received outside these hours are handled the next business day.
Critical issues affecting the availability of the Service are prioritised and handled as quickly as possible, including outside business hours where practicable.
Support Tickets
Long-running support requests are managed via our ticketing system and communicated via email or support chat. Support tickets are created by our team where required, based on email and chat interactions.
OneDirectory Support Response Times
Requests made to the Support team through appropriate channels will be responded to as soon as practicable. Requests are prioritised according to the priority levels below, with higher-priority requests handled first. OneDirectory will use reasonable diligence to resolve your question or issue as soon as practicable.
You agree to cooperate with OneDirectory, including making available personnel who are able to describe the issue and work with OneDirectory support personnel, sharing information necessary to clearly identify your question or issue, and taking reasonable steps indicated by OneDirectory for its resolution.
Security incidents are handled in accordance with our Incident Response Plan and are not constrained by support business hours.
Levels of Support
Requests are escalated from first-line support to in-depth technical and expert product support as needed.
Priority Level
| Priority Level | Definition | Description |
|---|---|---|
| Level 1 | Critical Impact | Complete system outage. OneDirectory is completely inaccessible, or a major malfunction has resulted in the service being largely inoperative. Users and/or administrators are unable to complete fundamental tasks because a major function of the application is not operational. |
| Level 2 | High Impact | OneDirectory is operational, but has impaired functionality, with a loss of service or functionality causing significant impact to normal workflows, with workaround not immediately feasible. Multiple authorized users are unable to complete important tasks in the application. |
| Level 3 | Medium Impact | OneDirectory has impaired functionality. No significant loss of service, some operational inconvenience, system workaround feasible. Single user issue, many other users capable of performing required tasks. |
| Level 4 | Low Impact | Low priority concerns which cause inconvenience but do not affect system critical functionality. |
Scope of Support
Support covers the Service as described in the Documentation. It does not cover issues caused by third-party services, including Microsoft 365 and Microsoft Entra ID, by your own systems or configuration, or by use of the Service other than as permitted under the Terms of Service. OneDirectory will make reasonable efforts to help identify the cause of such issues. Custom work is outside the scope of support and is scoped and invoiced separately.
OneDirectory may update this Support Policy by publishing a new version with a new effective date. Updates will not materially reduce the level of support during a paid Subscription Term.
