Reliable support in the shortest possible time
What does SLA look like?
SLAs are divided into three categories.
Priority 1 - critical errors.
In this case, the time to deliver the solution is 8 hours. As priority 1, we qualify errors that seriously affect the operations performed by the majority of the company's users. An example would be damage or loss of important data.
Priority 2 - high priority errors.
For the application marked with priority 2, the reaction time is 16 hours. As a rule, these are serious problems for one user, eg errors in the user's license, unavailability of key functionality, inability to carry out a key process in the system.
Priority 3 - errors with a normal priority
Errors classified as priority 3 are errors that don't influence critical operations of the system.
What is you typical service window?
The service window is the time when our team is in full readiness to work on incoming tickets. A typical service window runs from Monday to Friday, excluding bank holidays (between 8:00 A.M. and 6:00 P.M.). A 24h/7 service window for critical errors is also available. In addition, for some customers we offer extended hours of service window.
How can I create tickets? What are available communication channels?
Reports can be made through the Customer Portal. The purpose of using the customer portal is to move from question to answer as soon as possible. In addition, we offer the possibility of contact via telephone. Our clients receive a dedicated telephone number at the moment of starting cooperation. At the same time, you can still register ticktes via email.
Where will I get more information about the offer?
For more information about our service offer, please wirte to firstname.lastname@example.org
At the same time, we invite you to contact us directly at phone number +44 (0) 20 7183 2932