Service Level Targets & Ticket Escalation

Our shared services model means you get access to an entire expert team without the cost or complexity of building one in-house. The trade-off is that we support multiple clients, so we can't be dedicated to you alone, around the clock.

What we can promise is this: when it matters most, we move fast. We prioritize every issue by urgency. Critical problems go to the top of the queue immediately, which means you get rapid response exactly when you need it. Routine tasks wait their turn, so your emergencies never have to.

​Response Times: The following table shows the target response times for each priority level during regular business hours.

Priority	Trouble Description	Guaranteed Response Time	Target Response Time
Critical	Service not available (all users and functions unavailable)	1 Hour	15 Minutes
High	Significant degradation of service ​(large number of users or business-critical function affected)	2 Hours	1 Hour
Medium	Limited degradation of service (small number of users affected, business process can continue)	4 Hours	2 Hours
Low	Small service degradation ​(one user affected, business process can continue)	8 Hours	4 Hours

Escalation: The following table shows the escalation procedure for submitted support tickets

Support Tier	Description
Tier 1 Support	All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated.
Tier 2 Support	All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced engineers.
Tier 3 Support	Support incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced engineers, who can collaborate with third-party (vendor) support engineers to resolve the most complex issues.