Service Level Agreements

Response Times

First Line Support plan, is the amount of time acceptable for support to action a call logged.

Escalated Resolution Plan, is the additional time allowed after an issue is logged for a plan to be agreed and put in place to deal with the issue. If the issue cannot be resolved via regular remote support; this may include an on-site call-out, or remote support with senior Engineers, as appropriate. The response times listed represent maximum times and we will in all events endeavour to beat these.