PageProcess for Reporting Software Faults

If you experience an issue with the SmartDEM platform, please follow the steps below to ensure our support team can diagnose and resolve the problem as quickly as possible.

How to Raise a Support Ticket

You can report a SmartDEM software issue using any of the following methods:

📧 Email: [email protected] 📞 Telephone: [phone] (Business Hours) 🌐 Customer Portal: (access here)

All issues must be logged via the SmartDEM helpdesk so they can be tracked, prioritised, and resolved.

Information to Include in Your Report

Providing clear and complete information helps us resolve issues faster. Please include the following where possible:

• Description of the issue

• Date and time the issue occurred

• Camera ID or serial number (if applicable)

• User(s) involved

• Store / site location

• Screenshots or error messages

• Any steps taken before the issue occurred

• Log files (if requested)

Our Triage Process

When your ticket is received:

1. The support team reviews the information provided.

2. The issue is categorised according to severity:

   • Critical – system unavailable or major operational impact

   • Serious – major feature significantly impaired

   • Moderate – feature affected but workarounds exist

   • Minor – low-impact or cosmetic issues

3. A support engineer is assigned to investigate and respond.

4. You will receive an acknowledgement with:

   • Confirmation of severity

   • Initial diagnosis (where possible)

   • Expected next steps

This process ensures the correct priority and response time is applied.

How Shop Safe Responds

Our response and resolution times follow the SmartDEM SLA. Once the issue is logged:

• We acknowledge the ticket within the SLA-defined response time

• We investigate the fault and work continuously until a solution is found

• We update you regularly on progress

• Once resolved, we confirm the fix and close the incident

If deadlines cannot be met, escalation rules automatically apply.

Support Hours

Business Hours Support:

• Monday–Friday

• Standard business hours (insert times)

Out-of-Hours Support:

• Available only for critical issues

• Accessed via the emergency telephone line

Non-critical issues logged outside Business Hours will be handled on the next Business Day.

Escalation Path

If you believe an issue requires escalation or is not being resolved satisfactorily, the following escalation levels apply:

1. Customer Success Manager

2. Operations Director

3. Managing Director

Escalation can be requested directly through the helpdesk.

Summary Workflow

1. Contact support: Email [email protected], call the helpdesk, or use the portal.

2. Provide details: Camera ID, timestamps, store location, description, and any relevant logs.

3. Support triage: Issue is categorised and SLA response time is applied.

4. Investigation: A support engineer works on the issue until resolved.

5. Escalation: If necessary, the issue is escalated through the management chain.