Support & SLA
Response and resolution targets, in writing, for every supported client.
Support is part of the agreement, not a favour. Below are the standard targets; where your operation needs tighter ones, we agree them in your contract rather than pretending the standard set covers everything.
We put our response times in writing
Every supported client gets a service level agreement. These are our standard targets during business hours (Monday – Friday, 08:00 – 17:00 CAT).
| Severity | What it means | We respond within | We aim to resolve |
|---|---|---|---|
| P1 — Critical | System down or unusable; operations halted | 1 hour | Same business day, or a documented workaround |
| P2 — High | Major function impaired; workaround exists | 4 business hours | 2 business days |
| P3 — Medium | Minor defect or limited impact | 1 business day | 5 business days |
| P4 — Request | Enhancement, change request or query | 2 business days | Scheduled into the delivery pipeline |
Response is when a named person is working your ticket, not an automated acknowledgement. Where a fix needs a release, we say so and give you the workaround in the meantime.
Tell us what is not working
A short conversation is usually enough to tell whether one of our products fits, whether it needs configuring, or whether you are better off with something built to order. We will say which.