Our Support Service
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.