Times frames are defined as follows:


  • Response’: the time, in business/working hours, from creation of a ticket until contacted by us.
  • Restoration’: the time, in business/working hours, from the creation of ticket until we have the reseller’s service restored.
  • Resolution’: the time, in business/working hours, from the creation of a ticket until we have a full fix to the issue.


Service levels by severity are defined as follows:


Urgent (or Critical) Severity Level:


  • During business hours: target Response time is 2.0 working hours, target Restoration time is 4.0 working hours, target Resolution time is 48.0 working hours.
  • Out of business hours: target Response time is best endeavours (typically 4.0 hours) but may be up as long as stated for 'during business hours' (or more during weekends / holiday periods), target Restoration time is best endeavours (typically 8.0 hours) but may be up as long as stated for 'during business hours' (or more during weekends / holiday periods), target Resolution time is 48.0 business hours.

E.g. if an issue is reported via ticket during business on, for example on a Tuesday morning at 09:45, the target Response time will be 11:45 on Tuesday, the target Restoration time will be 14:45 on Tuesday, the target Resolution time will be 09:45 on Wednesday of the following week.
E.g. if an issue is reported via ticket out of business hours, for example on a Thursday night at 20:10, the target Response time will be 11:00 on Friday, the target Restoration time will be 13:00 on Friday, the target Resolution time will be 17:00 on Thursday of the following week.
E.g. if an issue is reported via ticket out of business hours, for example on Friday night at 23:05, the best endeavours target Response time is likely to be 03:05 on Saturday but may be as long as 11:00 on Monday, the best endeavours target Restoration time is likely to be 07:05 on Saturday but may be as long as 13:00 on Monday, the target Resolution time will be 17:00 on Monday of the following week.


High (or Major) Severity Level:


  • During business hours: target Response time is 4.0 working hours, target Restoration time is 8.0 working hours, target Resolution time is 30.0 working days.
  • Out of business hours: no out of hours support is provided for this severity level.


Medium (or Minor) Severity Level:


  • During business hours: target Response time is 8.0 working hours, target Restoration time is 24.0 working hours, target Resolution time is 180 working days.
  • Out of business hours: no out of hours support is provided for this severity level.


Low (or Informational) Severity Level:


  • During business hours: target Response time is 6.0 working days.
  • There is no target Restoration time or Resolution time for this severity level.
  • Out of business hours: no out of hours support is provided for this severity level.