{"id":3791,"date":"2023-03-23T14:19:02","date_gmt":"2023-03-23T14:19:02","guid":{"rendered":"https:\/\/www.coacto.co.uk\/pre-prod-sandbox\/?page_id=3791"},"modified":"2023-03-23T14:19:03","modified_gmt":"2023-03-23T14:19:03","slug":"support-levels-at-coacto","status":"publish","type":"page","link":"https:\/\/www.coacto.co.uk\/pre-prod-sandbox\/support-levels-at-coacto\/","title":{"rendered":"Support Service Levels"},"content":{"rendered":"\n<p class=\"bounce-in-up\" style=\"font-size:15px\">Our service level agreements are based on the priority of the issue and how it affects the operation of your business. We categorise issues into three different priorities with a target response time and target resolution as shown below:<\/p>\n\n\n\n<div class=\"wp-block-columns bounce-in-up has-text-color has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\" style=\"color:#0073c4;background-color:#ffd5037a\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\">\n<p class=\"has-normal-font-size\"><strong>Issue Priority <\/strong><\/p>\n\n\n\n<p class=\"has-normal-font-size\"><strong>High (P1)<\/strong><\/p>\n\n\n\n<div style=\"height:139px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-normal-font-size\"><strong>Medium (P2)<\/strong><\/p>\n\n\n\n<div style=\"height:119px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-normal-font-size\"><strong>Low (P3)<\/strong><\/p>\n\n\n\n<p><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:37.01%\">\n<p class=\"has-normal-font-size\"><strong>Classification <\/strong><\/p>\n\n\n\n<p class=\"has-normal-font-size\">A critical production issue. Company are halted or severely impacted. Business revenue is negatively impacted and no viable work around is available e.g. unable to pack any orders.<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-normal-font-size\">Important production issue. Company operations are impacted to a point where business operation is negatively impacted, however a viable work around is available.<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-normal-font-size\">The impact of the issue on operations is moderate to low and a work around is available, there is a moderate to low loss of system functionality.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:24.01%\">\n<p class=\"has-normal-font-size\"><strong>Target Response <\/strong><\/p>\n\n\n\n<p class=\"has-normal-font-size\">4 hours<\/p>\n\n\n\n<div style=\"height:139px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-normal-font-size\">8 hours<\/p>\n\n\n\n<div style=\"height:117px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-normal-font-size\">16 hours<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:18.98%\">\n<p class=\"has-normal-font-size\"><strong> Target Resolution<\/strong><\/p>\n\n\n\n<p class=\"has-normal-font-size\">16 hours<\/p>\n\n\n\n<div style=\"height:140px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-normal-font-size\">32 hours<\/p>\n\n\n\n<div style=\"height:116px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-normal-font-size\">48 hours<br><\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Our service level agreements are based on the priority of the issue and how it affects the operation of your business. We categorise issues into three different priorities with a target response time and target resolution as shown below: Issue Priority High (P1) Medium (P2) Low (P3) Classification A critical production issue. Company are halted or severely impacted. Business revenue is negatively impacted and no [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":3792,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-3791","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Support Service Levels - Coacto Consultants<\/title>\n<meta name=\"description\" content=\"Our service level agreements are based on the priority of the issue and how it affects the operation of your business.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Support Service Levels - Coacto Consultants\" \/>\n<meta property=\"og:description\" content=\"Our service level agreements are based on the priority of the issue and how it affects the operation of your business.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.coacto.co.uk\/pre-prod-sandbox\/support-levels-at-coacto\/\" \/>\n<meta property=\"og:site_name\" content=\"Coacto Consultants\" \/>\n<meta property=\"article:modified_time\" content=\"2023-03-23T14:19:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.coacto.co.uk\/pre-prod-sandbox\/wp-content\/uploads\/2023\/03\/HEADER-TEST_V2-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"870\" \/>\n\t<meta property=\"og:image:height\" content=\"140\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.coacto.co.uk\/pre-prod-sandbox\/support-levels-at-coacto\/\",\"url\":\"https:\/\/www.coacto.co.uk\/pre-prod-sandbox\/support-levels-at-coacto\/\",\"name\":\"Support Service Levels - 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