Here is a guide to our Response Times when/where these is an issue that requires resolving, this is a general guide - please see your individual SLA.
| Importance | Definition | Response Time |
| 1) URGENT | Damage has a critical impact on the user experience or detrimental effect on user /employee safety. |
< 8 Business Hours |
| 2) HIGH |
Incident results in the loss of / part of the functionality. Service is not seriously affected and has a minor impact on the customer experience, no impact on Customer Safety. |
< 48 Business Hours |
| 3) MEDIUM |
Incident results in non-critical functionality being moderately affected. Service to customers is not significantly affected, no Impact on Customer Safety. |
< 120 Business Hours |
| 4) LOW | Incident has no impact on Customer experience or Customer Safety. |
Resolved during your next Quarterly Maintenance |
Have an issue that needs resolving? Raise a ticket right here - or alternatively send an email to [email protected] - a ticket will be created, allocated to a representative and resolved within the above time frames.