Our response time (On-Site): If you have any questions or inquiries, they will be addressed within two days. Vendor’s response time (remote): During working hours.
Low Severity cases are when systems, sub-systems or components are not usable or hampered but that is not critical to business operations of the client and the client is able to perform normal business operations. Our Response Time: On-Site: 48 Hours Remote: During working hours.
Normal Severity cases are when your work is continuing (not stopped) but there is a serious impact on your productivity and/or service levels. Our Response Time: On-Site: 24 Hours Remote: During working hours.
High Severity cases are when a system is not functioning or running slow. As a result of which client’s work is stopped or so severely impacted that the client cannot continue his/her work. Our Response Time: On-Site: 4 Hours Remote: 1 Hour
Urgent Severity is when critical business system is stopped or lost (total outage) and there is no workaround to achieve business continuity. Our Response Time On-Site: 2 Hours Remote: Immediately