If you experience a BUSINESS CRITICAL issue we will respond in no more than 1 hour. An example of BUSINESS CRITICAL would be a server is down or a network switch has died and all staff is affected.
If you experience an URGENT issue we will respond in no more than 2 hours. An example of an URGENT issue would be that the Internet connection is down or the CFO / Payroll PC is down.
If you are after PHONE SUPPORT and call the office we will respond in no more than 4 hours. An example of phone support would be that your printer is not printing or you cannot open your email.
If you need a SITE VISIT by one of our consultants we will have someone onsite in no more than 48 hours (2 business days). An example of a site visit would be that you need a new PC installed or there are a number of small issues amongst a handful of users.
When assessing the severity of an issue we look at the following factors:
- The direct financial impact the issue has on the business.
- The impact of a company's reputation in the marketplace.
- The number of users affected.
If we don't meet this guarantee, we will give you 2 hours service time FREE.
