Our Support Service

Level Agreement

Service Level Agreement

MONDAY TO FRIDAY 8:30AM TO 5:30PM

All calls aim to be responded to immediately and first line diagnostics will attempt to resolve at the time of the call. 

On-site Service Level Agreements are from the time at which our engineers have completed the necessary telephone and remote support and our team confirm that the only suitable course of action is that an engineer is required on-site.

Where specified, ‘hours’ refer to UK business operation hours 8:30am to 5:30pm Monday to Friday (excluding bank holidays). 

FATAL SEVERITY LEVEL SLA

Complete degradation – all users and critical functions are affected. Item or service are completely unavailable.

Response Time

Tel: Immediate

Email: N/A

Ticket: N/A

On-Site: 4 hours

Out of Hours

Tel: 1 hour

Email: N/A

Ticket: N/A

SEVERE SEVERITY LEVEL SLA

Significant degradation – large number of users or critical functions affected.

Response Time

Tel: Immediate

Email: N/A

Ticket: N/A

On-Site: 9 hours

Out of Hours

Tel: 2 hours

Email: N/A

Ticket: N/A

MEDIUM SEVERITY LEVEL SLA

Limited degradation – limited number of users or functions affected. Business processes can continue.

Response Time

Tel: 30 mins

Email: 2 hours

Ticket: 2 hours

On-Site: 18 hours

Out of Hours

Tel: 4 hours

Email: N/A

Ticket: N/A

MINOR SEVERITY LEVEL SLA

Small degradation – few users or one user affected. Business processes can continue.

Response Time

Tel: 1 hour

Email: 4 hours

Ticket: 4 hours

On-Site: 27 hours

Out of Hours

Tel: 8 hours

Email: N/A

Ticket: N/A

FACILITIES MANAGEMENT

New / Change / Remove User or Permissions Requests etc.

Resolution Time

Email: 4 Business Days

Ticket: 4 Business Days

 

Out of Hours

N/A

We would request that any Fatal, Severe or Out of Hours faults be initially reported by telephone to ensure the fastest possible response.

Out of hours support is charged over and above the standard agreement on an ad-hoc basis (outside of SLA), or can added to the agreement in blocks of hours, or on an unlimited basis. Contact your account manager for more details.

Response Time

This is the maximum amount of time (during business hours) that it should take for us to get back to you, and confirm who is dealing with your ticket.