Service times

Acknowledgement Times

Once an issue has been received by us and provided acknowledgement time provisions listed below have been complied with, we will send acknowledgement of support requests to your technical support contact(s) in accordance with the following time scales:

reporting method	problem category	acknowledgement time
Telephone	Critical	Immediate
	Severe	Immediate
	Medium	N/A
	Minor	N/A
Email direct	Critical	2 working hours
	Severe	2 working hours
	Medium	6 working hours
	Minor	8 working hours

Acknowledgement time provisions:

1. It must be clearly stated in the subject line of a support request email that the issue is 'Critical' or 'Severe' if is believed that the issue warrants such a categorization.

2. When acknowledging the problem, we shall ascribe an incident ticket number to the issue and this ticket number must be quoted in all related communications thereafter.

Response Times

We will use all reasonable efforts to provide a resolution, workaround or plan for a fix within the following time-scales:

issue category	response time
Critical	4 working hours
Severe	16 working hours
Medium	2 weeks
Minor	1 month

Support Hours

Regular Support Hours

Regular  support hours are 0600 hrs. -- 2200 hrs. (GMT) Mondays to Fridays excluding English Bank and Public Holidays.

Enterprise Support Hours

Enterprise support is provided 24/7 but excludes:

1. Christmas Eve
2. Christmas Day
3. New Year's Eve
4. New Year's Day