Select the speech bubble at the bottom right hand side to ask questions and report issues
Asking questions
Select 'Send us a message' if you have any questions on how to use the Operata platform, one of the team will respond as quickly as possible.
Finding help
Use the 'Search for help' feature to search the Operata user guides for the answer to any question.
Operata training centre and user guides
Select 'Help' to select curated training material and user guides.
Reporting issues
Raise any issues with the Operata platform using:
Using the 'Have an issue' feature within the Operata help bubble.
If the platform is unavailable use this Web form.
Operata Response and Restoration SLA
Upon receipt of a Support Services request Operata will determine the Severity Level applicable to the underlying issue, Operata uses the following severity classification.
Severity Level | Underlying issue | Initial Response Timeframe | Restoration Target |
Critical | Inability to collect any Customer data | 2 Business Hours | 6 Business Hours |
Serious | No access to the Operata platform or collected data | 4 Business Hours | 12 Business Hours |
Moderate | Non-critical data or functionality issue | 8 Business Hours | 24 Business Hours |
Minor | Any impairment of the Software not falling into the above categories; and any cosmetic issue affecting the Software | 16 Business Hours | 160 Business Hours |
The initial response will set out the anticipated timeframe for resolution of the issue raised in the Support Service Requests.
Business Day means any weekday other than a public holiday in the Country of Service.
Business Hours means the hours of 08:00 to 18:00 on a Business Day in the Country of Service.
To the extent commercially practical, Operata will use reasonable endeavours to provide a final Resolution to the underlying issue promptly in proportion to the applicable severity level.
Operata Service availability targets
The Operata monthly availability target 99.9%
Availability measurement is the percentage of time a Critical level service issue has impacted monthly availability, and excludes planned maintenance activities.