Support Service Levels

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)


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.

Important production issue. Company operations are impacted to a point where business operation is negatively impacted, however a viable work around is available.

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.

Target Response

4 hours

8 hours

16 hours

Target Resolution

16 hours

32 hours

48 hours