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Ticket Response Times

SLA response times vary on the severity of the submitted ticket. Ticket priority is subject to change based on the severity of the issue raised. Tickets are reviewed Monday - Friday 09:00 - 17:00.


The SLA response times are as follows:

  • Low - Any issues such as refund requests, reports and general queries. 

Up to 3 days to respond


  • Medium - An issue which does not constitute any loss of service, but may impact the quality of the provided service(s)

Up to 1 day to respond


  • High - Partial loss of one or more services.

Up to 30 minutes for the first response with further replies within 2 hours


  • Urgent - Persistent loss of one or more services.

Up to 30 minutes for the first response with further replies within 2 hours


  • Critical - Complete loss of one or more services.

Up to 30 minutes for the first response with further replies within 2 hours

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  1. Dominic Radford

  2. Posted
  3. Updated

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