Service Level Agreements

Technical support via email help desk system

All of our clients have access to an email-based help desk support system which is available 24/7. The SLA on a ticket is determined by the severity/importance of the ticket outlined below:

Severity Level What this includes SLA
1 - High  The system is down or unavailable to end-users or there is a bug in the system which is adversely
affecting core functionality.
Ticket received and actioned the same day
Usually resolved within 4 hours
2 - Medium Minor bugs or requests that are affecting performance or functionality


Ticket received and actioned within the same day (depending on the time of day that the ticket comes through)


3 - Low  General Help and Support Queries (Standard Support Requests)


Ticket received and actioned within 2-3 Days


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