Support Response times

What is a response time?

A response time is the time that we take to respond to you request. Response does not mean resolution.


These response times are valid in office hours only.
Office hours are Monday to Friday 8:30 am to 5:00 pm. Excluding public holidays.

Response time for contracted customers.

  • Low impact / Low severity  - 8 working hours
  • Medium impact / Medium severity  - 4 working hours
  • High impact / High severity  - 2 working hours

Response time for non contracted customers.

  • Low impact / Low severity  - 48 working hours
  • Medium impact / Medium severity  - 48 working hours
  • High impact / High severity  - 48 working hour

 

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