OUR IT SUPPORT RESPONSE TIMES
Our response times are laid out below.
RESPONSE & RESOLUTION TIMES
Getting back to work quickly!
When a ticket is created an engineer will triage your ticket and assign it a priority this is based on the grid below, provided your company has an active IT support contract.
We follow industry standard ITIL (Information Technology Infrastructure Library) procedures.
Many users expect their tickets to be set to critical, and are confused when they don’t meet this criteria. Obviously, we want people to get back to work as soon as possible, but our resources are not unlimited and you may sometimes have to wait. It’s worth explaining in more detail that we prioritise tickets based on the priority, urgency and order received. Please note, direct engineer contact will not speed up this process and you will not get a response until a ticket is created. This is similar to if you were to call your doctor on Facebook messenger, to get an instant answer, instead of going via reception.
Our tools often mean that we can rapidly push any changes needed out to you automatically and you do not have to wait or be interrupted while someone remotes into your computer or gives you phone instructions.
Priority Levels
| PRIORITY | RESOLUTION SLA | MODE OF ESCALATION |
| P0: Critical | This is an EMERGENCY condition that significantly restricts the use of an application, system, network or device to perform any critical business function. This could mean that several departments in the organization are impacted. Direct calls will be made by the NOC to the designated IT to contact. | Phone, Email and Ticket |
| P1: High | The reported issue may severely restrict use of an application, system, or device in the network. This could mean that a single department is impacted but the overall network and servers are functioning. | Email and Ticket |
| P2: Medium | The reported issue may restrict the use of one or more features of the application, system, network or device, but the business or financial impact is not severe. | Email and Ticket |
| P3: Low | The reported anomaly in the system does not substantially restrict the use of one or more features of the application, system, network or device to perform necessary business functions. | Email and Ticket |
**Unless a 24/7 user contract is taken, support is between the office hours of Monday to Friday 9am – 5pm inclusive (excluding public holidays.)
Standard Service Response Times
| DESCRIPTION | RESPONSE TIME (HOURS) | TARGET RESPONSE | UPDATE FREQUENCY (MINUTES) | COVERAGE |
| P0: Critical | 1 Hour | 70% | 60 | 24 x 7 x 365** |
| P1: High | 2 Hours | 70% | 60 | Mon–Fri between 8am–6pm, excl. bank holidays |
| P2: Medium | 4 Hours | 70% | N/A | Mon–Fri between 8am–6pm, excl. bank holidays |
| P3: Low | 4 Hours | 70% | N/A | Mon–Fri between 8am–6pm, excl. bank holidays |
| Service Request | 2 Hours | 70% | N/A | Mon–Fri between 8am–6pm, excl. bank holidays |
| Moves & Changes | 2 Hours | 84% | N/A | Mon–Fri between 8am–6pm, excl. bank holidays |
| Chargeable Call††† | 2 Hours | 84% | N/A | Mon–Fri between 8am–6pm, excl. bank holidays |
**Unless a 24/7 user contract is taken, support is between the office hours of Monday to Friday 9am – 5pm inclusive (excluding public holidays.)
Enhanced Service Response Times
| DESCRIPTION | RESPONSE TIME (HOURS) | RESOLUTION TIME (HOURS)** | TARGET RESPONSE | TARGET RESOLUTION | UPDATE FREQUENCY (MINUTES) | COVERAGE |
| P0: Critical | 0.25 Hours | 6 Hours | 84% | 84% | 60 | 24 x 7 x 365** |
| P1: High | 0.5 Hours | 8 Hours | 84% | 84% | 60 | Mon–Fri between 8am–6pm, excl. bank holidays |
| P2: Medium | 1 Hour | 12 Hours | 84% | 84% | N/A | Mon–Fri between 8am–6pm, excl. bank holidays |
| P3: Low | 1 Hour | 20 Hours | 84% | 84% | N/A | Mon–Fri between 8am–6pm, excl. bank holidays |
| Service Request | 2 Hours | 3 Working Days | 84% | 84% | N/A | Mon–Fri between 8am–6pm, excl. bank holidays |
| Moves & Changes†† | 2 Hours | 3 Working Days | 84% | N/A | N/A | Mon–Fri between 8am–6pm, excl. bank holidays |
| Chargeable Call††† | 2 Hours | Subject to Proposal | 84% | N/A | N/A | Mon–Fri between 8am–6pm, excl. bank holidays |
**Unless a 24/7 user contract is taken, support is between the office hours of Monday to Friday 9am – 5pm inclusive (excluding public holidays.)