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Support Service Levels

 

CRM Dynamics Limited: Service Levels (Five (or more) day blocks of support only)

Once the call is logged into the support system the task will be assessed for its impact priority and likely time to fix, in accordance with the following table:


Priorities allocated to incidents and the related target time to fix can be seen below:-

Priority 

Definition 

Initial Response* 

Target Fix Time 

Severe impact to all users using the system  

1 Hr 

2Hr 

Making usage difficult for a few users of the system  

2 Hrs 

4Hr 

Minor impact on 1 or 2 users or simple change request  

6 HRS 

2 Business Days 

Complex change request and / or development work required. 

Not applicable, outside of SLA 

Not Applicable, outside of SLA 

 

For the purposes of the above table, only Normal Business Hours are taken into account.