SUPPORT TICKET – TIER PRIORITY

The SLA’s below pertain to support contract clients only and only apply inside normal working hours (8.30am-5.30pm). If you contact us outside normal working hours using our 24 hour support service the SLA 1st response time for a P1 ticket is within 15 mins.

PriorityDefinitionResponse
1An incident is defined as a P1 if the incident has been reported by the customer via telephone contact and the impact and urgency of the incident on the affected organisation’s services provided by Infinity Group is high.1st response within 4 minutes.
2An incident is defined as a P2 if the incident has been reported by the customer via telephone contact and the impact and/or urgency of the incident on the affected organisation’s services provided by Infinity Group is moderate.1st response within 4 minutes
3An incident is defined as a P3 if the incident has been reported by the customer via telephone or portal contact and the impact and/or urgency of the incident on the affected organisation’s services provided by Infinity Group is low.1st response within 60 minutes.
RequestA request from a user or a user’s authorised representative that initiates a service action which has been agreed as a normal part of service delivery. Requests must be raised by the portal or via email.1st response within 8 business hours.