Below you can find a list of our Technical Support service level agreements:

All times stated are working business hours. We aim for 100% SLA timings; however, these can’t always be guaranteed. You will be informed via email if this is the case.


Response Time Resolution Time

Escalation to Level 2/3 Support

Our Opening times are 08:30 – 18:00, Monday – Friday

Low Issue

(Business process can continue, one user or less than 10% of users affected)

Within 2 Hours

Within 32 Hours

Within 12 Hours

Medium Issue

(Less than 50% of users or functions affected but business processes can continue. Default level for care plan customers.)

Within 1 Hour

Within 24 Hours

Within 6 Hours

High Issue

(More than 50% of users or business critical functions affected)

Within 30 Minutes


ASAP After Level 1 discovery of issue(s)

Critical Issue

(100% of users affected with all services unavailable)

15 Minutes


Default Level 2 / 3 Support Issue