Table of Contents
Service Level Agreement
TetherX is committed to providing reliable support for your security infrastructure. This document outlines our support channels, response times, and service commitments.
Business Hours
| Region | Hours |
|---|---|
| United Kingdom | Monday - Friday, 09:00 - 17:00 GMT |
| Australia | Monday - Friday, 09:00 - 17:00 AEST |
| Critical Issue Monitoring | 24/7 automated platform monitoring |
Bank holidays are observed in each region. Outside business hours, critical platform issues trigger automated alerts to on-call engineers.
Support Channels
Support Page (Recommended)
Visit the Support page to submit a request. Our global support team is notified immediately, making this the fastest way to get issues resolved. Each submission receives a unique reference number for tracking.
Tip: You can also comment directly on any help article where something is unclear.
In-Platform Messaging
Click the icon in the bottom-right corner and select Messages to chat with our support team.
Tip: We aim to respond within 4 hours but usually reply much quicker. Once connected, conversations typically continue in real-time.
Telephone
+44 208 099 6260
Our team will collect your details and arrange a callback from the right person - whether that's a technical engineer familiar with your setup or a sales specialist for your project.
Tip: For faster support resolution, use the Support page instead. Submitting an issue online allows our engineers to begin investigating immediately, often resolving issues before a callback would be scheduled.
Priority Levels
| Priority | Definition | Examples |
|---|---|---|
| Critical | Complete loss of service affecting all users or sites | Platform unavailable, all cameras offline, complete recording failure |
| High | Partial loss affecting significant functionality or multiple sites | Multiple systems offline, cloud backup failure, login issues for multiple users |
| Normal | Limited impact affecting individual users or single devices | Single system offline, user permission query, configuration assistance |
| Low | General enquiries with no immediate operational impact | Feature requests, billing queries, training requests |
Response Times
| Priority | Initial Response | Target Resolution |
|---|---|---|
| Critical | 2 working hours | 8 working hours |
| High | 4 working hours | 24 working hours |
| Normal | 12 working hours | 72 working hours |
| Low | 24 working hours | Best effort |
Working hours are defined in the Business Hours section above.
Tip: Response time is when we acknowledge and begin investigation. Resolution depends on complexity and may require third-party coordination.
Escalation
If you feel your issue is not being resolved satisfactorily:
- Request escalation via in-platform chat or the Support page
- Contact your account manager if you have one assigned
Tip: Always include your ticket reference number - this helps us find your case instantly and start troubleshooting right away, rather than asking for more details first.
What's Covered
Included in standard support:
- Platform access and functionality issues
- Camera connectivity and recording problems
- User account and permission management
- Integration configuration (alarms, access control)
- Mobile app support
- General usage guidance
Not included:
- On-site visits (available through our partner network)
- Third-party hardware failures (cameras, switches, routers)
- Network infrastructure issues at your premises
- Custom development or integrations
- Training sessions (request here)
Platform Monitoring
TetherX infrastructure is monitored 24/7 with automated alerting for:
- Platform availability
- Recording pipeline health
- Cloud storage systems
- API response times
- Database performance
Current platform status is available at app.timeline.is/healthstatus.
Service Credits
If TetherX platform availability falls below 99.9% in any calendar month (excluding scheduled maintenance), affected customers may request service credits. Contact your account manager or support for details.
Enhanced Support Options
For alarm receiving centres, control rooms, and other mission-critical environments, we offer enhanced support packages with faster response times and higher uptime guarantees. Get in touch to discuss your requirements.
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