Service Levels / Response Times

We grade support enquiries into 4 priority levels, using the following criteria:

Level 1 – Server failure or major outage which restricts business continuity.

• This affects all users within the business
• No work around option
• Business cannot operate

With level 1 failures we will have an engineer response for you within 1 working hour of the call being logged

Level 2 – Outage – system still functioning but with reduced capacity (e.g.: slow server, broadband issues)

• Business is operational albeit slower or in a restricted capacity
• All users affected

Level 2 failures will have an engineer response within 4 working hours of the call being logged.

Level 3 – Minor Outage – issue is an inconvenience, and can be worked around (for example, printer fault but user can print to another printer)

• May not affect all users
• A work-around exists, or is not needed
• Examples:
• Email not working on phone but is on laptop/PC
• Request to set-up email forwarding at short notice
• Printer faults

Level 3 failures will have an engineer response within 8 working hours of the call being logged.

Level 4 – Non-urgent/change request – Not affecting day to day business, or issue that can be scheduled for future repair, e.g.:

• New user set-up, or user off-boarding
• Email forwarding which can be arranged in advance

Level 4 issues will be scheduled in at a time convenient with the customer and do not have a guaranteed response time – but will usually be actioned within 48 hours.