How we add value with Technical Support

  • Response time within 1 hour from first notification of a 'P1 - Mission Critical' problem and progress updates no later than every 3 hours from receipt of all relevant information
  • Response time within 2 hours from first notification of a 'P2 - Severe Disruption' problem and progress updates no later than every 8 hours from receipt of all relevant information
  • Response time within 4 hours from first notification of a 'P3 - Problematic' problem and progress updates no later than every 24 hours from receipt of all relevant information
  • Response time within 24 hours from first notification of a 'P4 - Non Critical' problem and progress updates no later than every 24 hours from receipt of all relevant information
  • Response time within 24 hours from first notification of a 'P5 - Information' problem and progress updates no later than every 48 hours from receipt of all relevant information