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Each incident is assigned a priority level by our support teams, Level 1 to Level 4. Response time is measured from the first contact You make with our support team via the help desk and a ticket number is provided to You. Status updates will communicated to You through the help desk, Email, SMS or by phone.
Priority Levers | Remote Service Response | Onsite Service Response |
|---|---|---|
Level 1 – Critical | Complete outage:
– Response Time: <1 hour – Status update: every 1 hour – Management escalation: immediate | Complete outage (only for equipment that is covered under a support plan):
– Arrival Time: 4 hours |
Level 2 – High | 5 or more users cannot access certain features:
– Response Time: < 2 hours – Status update: every 4 hours – Management escalation: 4 hours | 5 or more users cannot access certain features:
– Arrival Time: Next Business Day |
Level 3 – Medium | A single user is completely down:
– Response Time: < 4 hours – Status update: every 8 business hours – Management escalation: 2 business days | A single user is completely down:
– Arrival Time: Scheduled |
Level 4 – Low | A single user cannot access certain features:
– Response Time: < 8 hours – Status update: every 2 business days – Management escalation: 5 business days | A single user cannot access certain features:
– Arrival Time: Scheduled |