Service Level Agreement

Introduction

We aim to provide a continuous, high-quality service but we do not guarantee either the quality of the service or that the service will be available at all times. From time to time faults in the service may occur. We will repair these faults as soon as we can.

We cannot currently provide the service in all parts of the United Kingdom and where we are able to provide the service, it may not be available in all service options.

For certain service options, we may take action to manage the network’s performance during periods where there is a high demand.

Support hours

IT&G provide standard support on “Normal working hours”, Monday to Friday from 9AM to 6PM excluding UK bank holidays.

Support Ticket Incident Response Time

IT&G aim is to respond to all customer cases within 24 hours. An incident ticket is assigned a priority number based on the nature of the issue:

P1 – Critical

  • Complete loss of service
  • Initial Contact: < 2 hours
  • Status Update: 2 hours
  • Management Escalation: Immediate

P2 – High

  • Service degradation, such as slow performance
  • Initial Contact: < 12 hours
  • Status Update: 12 hours
  • Management Escalation: 12 hours

P3 – Low

  • Errors that does not prevent the End-User from accessing a significant feature of the service or a request for information.
  • Initial Contact: < 48 hours
  • Status Update: 4 business days
  • Management Escalation: 5 business days

 

Initial response is defined to be the first contact by a Support Engineer after the incident has been logged and a ticket generated. A status update will be communicated to the customer if the incident cannot be resolved immediately. A final follow-up with the customer occurs on the resolution date. The ticket will remain open until confirmation is received that the customer is satisfied with the resolution.

End-User acknowledges that not all P3 problems will require a workaround. IT&G may, in its reasonable discretion, respond to a P3 problem by making the Error a feature request.

For P1 and P2 incidents, End-User shall initiate contact with IT&G Support via telephone and indicate the probable category of the incident. For P3 incidents, End-User may email or telephone IT&G.