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 for a plan to be agreed & put in place to deal with the issue, if it cannot be resolved via regular remote support; this may include an onsite intervention 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.
All hours are quoted are working hours as shown
See below for priority explanations & example
