PLEASE ALWAYS DEFINE AND AGREE WITH YOUR CLIENT ON A DUE DATE FOR EVERY TASK, AND HELP US MAINTAIN A GREAT LEVEL OF SERVICE. WE THANK YOU IN ADVANCE.
| Incident Category | Target Response Time |
|---|---|
| CRITICAL | |
| E.g. client system is down or major malfunction affecting all users | Immediate |
| ”Create a P1 support ticket with software vendor immediately” | |
| QUICK-EASY | |
| E.g. Immediate support needed for low complexity tasks | **Within 1 hour |
| ”**These are your quick wins - great opportunity to shine and provide the help your client needs quick!” 👍 | |
| HIGH | |
| E.g. important loss of functionality or high priority support needed | Within 2-3 hours |
| MEDIUM | |
| E.g. moderate loss of functionality or medium priority support needed | Within 1 business day |
| LOW | |
| E.g. minor loss of functionality or low priority support needed or ideas for future optimizations | Within 2 business days |
Response time is for the acknowledgement of the request, and if needed, discuss requirements and set appropriate severity and due date.
Resolution times may vary depending on the complexity of the issue and reliance on the client or any 3rd party vendors. However, it is extremely important to set and agree with client on a proper due date.
Services Escalation Procedure
If needed, please escalate promptly unresolved issues to the software vendor on behalf of the client in accordance with client’s product support agreement.