Priority Assignment

We endeavour to work to the priority assignment given.

These are defined as:

System Down
System Impacted
System Not Impacted
Queries

How We Will Respond

Calls will be responded to in accordance with the following guidelines:

1. System Down
The call will be brought to the attention of Support for an immediate response. If this is not possible a callback will be made within 1 business hour. Call escalation procedures will then be implemented.

2. System Impacted
A Support Consultant will respond within 4 business hours of the call being logged.

3. System Not Impacted
A Support Consultant will respond within 1 business day of the call being logged.

4. Queries
A Support Consultant will respond within 2 business days of the call being logged.