Welcome to Causeway Support
From here you can browse our knowledge base, log a new Support Request, or view open and closed requests.
Please remember to use the correct product form when raising a request. This will ensure it is routed as quickly as possible to the appropriate members of the Causeway Support team.
Causeway Customer Support response times are determined by the classification of the issue. These times are measured from the time the call is logged, to when a response is provided by a consultant to the customer, within the hours of operation of the local Customer Support Office.
The response time goals are described below.
Classification and Target Response time
P1 (Critical) – Within 1 working hour
This classification is given when the Software cannot be used.
P2 (High) – Within 4 working hours
This classification is given to an issue that significantly degrades the performance of the Software or materially restricts its use.
P3 (Medium) – Within 8 working hours
This classification is given to an issue that causes inconvenience, but does not materially affect the ability of the Software to perform its designed function.
P4 (Low) – Within 5 working days
This classification is given to support requests of an advisory nature. This includes cosmetic or display issues, or a request regarding software usage.
For a detailed explanation of the support process and our methodology, please refer to the Causeway Support Handbook which you can find within our Knowledge Base, search for the keyword ’handbook’ and refer to article nr 456.
Causeway is the only global software provider that powers the design, build, operation and maintenance of the built environment. Our products provide in-depth functionality at each stage of the process, helping our customers increase their delivery, profitability and environmental performance. For information about Causeway's solutions and services please visit www.causeway.com