Issues Severities & Service Level Agreements

Overview
Our Technical Assistance Centre (‘TAC’) is a multi-tiered technical assistant team available to you when technical assistance related to our services / prod...
Tue, 3 Nov, 2015 at 11:15 AM
Working Hours
Our Technical Assistance Centre (TAC) hours of operation are: Business hours are Monday through to Friday 09:00 to 17:00; closed during UK publi...
Tue, 3 Nov, 2015 at 10:10 AM
Issue Severities
There are four types of severity level: ‘Urgent’ (or ‘Critical’) ‘High’ (or 'Major') 'Medium’ (or...
Thu, 26 Nov, 2015 at 11:06 AM
Service Levels
Times frames are defined as follows: ‘Response’: the time, in business/working hours, from creation of a ticket until contacted by us. ...
Tue, 3 Nov, 2015 at 10:11 AM
Severity Types & Checks Required Prior To Submitting a Fault Ticket
Below are types of issue and their associated serveries.  Please find the issue that most matches the issue being experienced and click '> Now c...
Thu, 8 Dec, 2016 at 3:34 PM