Support Services

These are critical issues which typically affect an entire system such as:

• system down/unavailable
• system unusably slow for all users
• no documents or reports can be produced
• server failure
• cyber-security incident

We respond within 2 hours (24x7).

These issues will be important but will usually affect only one or two users:

• a small number of users cannot access the system
• a small number of documents or reports cannot be produced
• the system is running slower than usual but is still useable.

Our target is to respond within 4 hours.

These are typically low-priority queries or problems, eg:

• questions about how to use a system
• cosmetic changes to templates or reports
• requests for changes or suggestions for improvements

We aim to respond within 8 hours.