Support that keeps trading moving
From your first document to full scale trading, the XEDI team is on hand with hypercare onboarding, clear severity levels and response targets set out in our Support Charter.
[email protected] ✦ Monday to Friday, 08:00 to 18:00 UK
Real people, on every channel
Extra care when it matters most
Going live with a new trading partner is the moment mistakes cost the most. Hypercare is our answer: an intensive support window around every go live, so problems are caught in minutes rather than days.
- A named onboarding specialist who knows your setup
- Daily checks on your first documents through the platform
- Priority queueing for every ticket you raise during the window
- Weekly check-ins until you are happy to move to steady state
The hypercare window
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1
Go live day
Your specialist watches the first documents move end to end.
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2
Weeks 1 to 4
Daily document checks, priority tickets and weekly reviews.
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3
Steady state
You graduate to your support tier with a clean handover, and hypercare returns for every new partner you add.
Commitments, not promises
Every plan includes Standard support. Priority and the Enterprise Charter add faster responses, harder commitments and a team that knows your setup.
Standard
Included with every plan
- Email and support portal
- Response within 8 business hours
- Proactive platform monitoring
- Status page and incident notices
Priority
Everything in Standard, plus
- Phone support
- Response within 4 hours
- Severity based resolution targets
- SLA service credits
- Escalation to a technical lead
Enterprise Charter
Everything in Priority, plus
- P1 response within 30 minutes
- 99.99% uptime SLA with credits
- Escalation path to executive level
- Monthly SLA reports and incident RCA
- Quarterly service reviews
- Dedicated account manager
- Managed onboarding
Support is provided in English. Severity definitions and full commitments are set out in the XEDI Support Charter.
How support works, step by step
What happens when you raise a ticket
Every ticket is triaged and given a severity when it arrives. You get a named owner, a first response inside your tier's target, and regular updates until it is resolved. Nothing is closed until you confirm it is fixed.
For P1 incidents on the Enterprise Charter we also produce a root cause analysis, shared with you as part of your monthly SLA report.
Severity levels explained
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P1
Critical. The platform is unavailable or documents are not moving for your business. All hands until it is resolved.
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P2
Major. A key flow is degraded but a workaround exists. Worked continuously during support hours.
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P3
Minor. A single document or non urgent issue that does not stop trading.
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P4
Question. How-to help and advice on getting more from the platform.
Response and resolution targets vary by support tier and are set out in your Support Charter.
The escalation path
If a ticket is not moving fast enough, you can escalate it at any time. Escalations go from your support engineer to a technical lead, then to your account manager, and on the Enterprise Charter all the way to executive level.
Each step has an owner and a response commitment, so an escalation always changes who is looking at your problem, not just its label.
Reporting and service reviews
Enterprise Charter customers receive monthly SLA reports covering response times, resolution times and any incidents, with a root cause analysis for every P1.
Quarterly service reviews look forward as well as back: upcoming partner onboardings, volume changes and anything we can tune before it becomes a ticket.
What hypercare covers
Hypercare wraps every go live: a named onboarding specialist, daily checks on your first documents, priority ticket handling and weekly reviews until you are confident everything is flowing.
It is not a paid extra. Hypercare is part of how XEDI onboards every customer, on every plan, and it returns whenever you add a new trading partner.
Need a hand?
Raise a ticket, browse the knowledgebase or talk to the team that keeps your documents moving.