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.
|
Problem |
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 |
ASAP After Level 1 discovery of issue(s) |
| Critical Issue
(100% of users affected with all services unavailable) |
15 Minutes |
ASAP |
Default Level 2 / 3 Support Issue |