OUR IT SUPPORT RESPONSE TIMES

Our response times are laid out below.

RESPONSE & RESOLUTION TIMES

When a ticket is created an engineer will triage your ticket and assign it a priority based on the grid below and following industry standard ITIL 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 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.

Priority Levels

PRIORITYRESOLUTION SLAMODE 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

DESCRIPTIONRESPONSE TIME (HOURS)TARGET RESPONSEUPDATE FREQUENCY (MINUTES)COVERAGE
P0: Critical

1 Hour

70%6024 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

DESCRIPTIONRESPONSE TIME (HOURS)RESOLUTION TIME (HOURS)**TARGET RESPONSETARGET RESOLUTIONUPDATE FREQUENCY (MINUTES)COVERAGE
P0: Critical

0.25 Hours

6 Hours

84%84%6024 x 7 x 365**
P1: High

0.5 Hours

8 Hours

84%84%60Mon–Fri between 8am–6pm, excl. bank holidays
P2: Medium

1 Hour

12 Hours

84%84%N/AMon–Fri between 8am–6pm, excl. bank holidays
P3: Low

1 Hour

20 Hours

84%84%N/AMon–Fri between 8am–6pm, excl. bank holidays
Service Request

2 Hours

3 Working Days

84%84%N/AMon–Fri between 8am–6pm, excl. bank holidays
Moves & Changes††

2 Hours

3 Working Days

84%N/AN/AMon–Fri between 8am–6pm, excl. bank holidays
Chargeable Call†††

2 Hours

Subject to Proposal

84%N/AN/AMon–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.)