consultancy-icon-menuSUPPORT 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 is within 4 hours.

Priority Definition Response
1 An incident is defined as a P1 if the incident has been reported by the customer via telephone contact and the impact of the incident upon the affected business is such that the entire organisation is unable to utilise the services provided by Infinity Group. 1st response within 10 minutes.
2 An incident is defined as a P2 if the incident has been reported by the customer via telephone contact and the impact of the incident is such that multiple users in the affected organisation are unable to utilise the services provided by Infinity Group. 1st response within 1 business hour.
3 An incident is defined as a P3 if the incident has been reported by the customer via telephone contact and the impact of the incident is such that only a single user in the affected organisation is unable to utilise the services provided by Infinity. 1st response within 4 business hours.
4 An incident is defined as a P4, if the incident has been reported by the customer via means other than telephone contact or the impact of the incident is such that only a single user in the affected organisation is unable to utilise the services provided by Infinity. All administration requests related activities including but not limited to, user set-up and user configuration are also defined as a P4 incident. 1st response within 8 business hours.