Expected support response and resolution times
Knowing when to expect a reply and resolution
In response to errors in the Hosted Services and/or the Supplier Software reported to the Supplier’s Helpdesk, the Supplier may provide a Solution on a timescale that it in its sole discretion considers to be reasonable having regard to the nature of the error.
Solutions will typically be provided at the next applicable release cycle, provided the errors reports are not Out of Scope. Anticipated support response and resolution times will generally fall under two categories; Critical Response & Resolution and Non-Critical Response & Resolution.
Critical Response & Resolution
Services are unavailable for all Users or Services prevents the Customer from executing one or more critical business processes for a substantial number of Users, or Services are usable with limited capabilities and/or intermittent interruptions which have serious business Impact on the customer.
Response Time: Less than 60 minutes
Resolution Time: Less than one working day
Non Critical Response & Resolution
Disruption of Services where a workaround is available or functionality is not imperative to business operations. Disruption does not have a significant impact on business operations, but may impair nonessential functions of the Services or adversely affect the use of some of the Services.
Response Time: Less than one working day
Resolution Time: Less than five working days