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When logging an incident on our self service portal you are asked to assess impact and urgency of your issue, from this a priority from 1-5 is set. Our staff will then review and may adjust according to our workload and other commitments at the time. The highest priority will always be getting anything that is stopping someone from working in a working state either by a fix or a workaround.
Incident response Times
Note these are expressed in working hours.
- 0-4 hours (during business hours) for issues classified as P1
- 3-8 hours (during business hours ) for issues classified as P2
- 8-24 hours (during business hours ) for issues classified as P3
- Within 48 hours for issues classified as P4
- Within 80 hours (2 weeks) for issues classified as P5
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