If you call our help desk number, we’ll have you connected to a technician within 60 seconds at least 95% of the time. The technician will endeavour to assist you immediately, though they will apply our prioritisation levels during busy times, as defined below.
If you send a request to our help desk address, we’ll respond based on our prioritisation levels, as defined below, at least 95% of the time, but usually much faster!
The Response Time Guarantee does not apply to:
| PRIORITY | EXAMPLES | GUARANTEED RESPONSE TIME |
|---|---|---|
Critical | Your Main Server is offline and all users are unable to work. | 1 Hour |
One of your Network Switches has failed and stopped half the company from working. | ||
A VPN link between your offices is offline causing one office to be unable to work. | ||
High | Your Internet Connection is offline, users can still work locally or on another connection. | 2 Hours |
Your CEO’s computer has stopped working. | ||
Your main Accounting Software has stopped working. | ||
Medium | A user’s computer won’t turn on so they can’t work. | 4 Hours |
One of the main printers is not working, but users can print to another one. | ||
A user is having problems connecting to the Wireless network. | ||
Low | Printing is slower than normal. | 8 Hours |
A single user is unable to scan. | ||
A user needs a program installed on their PC. | ||
No Priority | Pro-Active maintenance of systems. | N/A |
If the response time to a request exceeds the times set out above and provided that you reported the incident to us via the methods stated above, you may make a claim for credit within 7 days of the request date in writing to accounts@nimbus-blue.com.
If we agree your claim is valid, you will be credited 5% of the monthly Agreement amount (this does not include any additional charges incurred in that month) of the month of the request, to a maximum of 10% per month.
If the request is lodged outside our normal business hours, the Response Time Guarantee does not apply.
Get a 30-minute call with one of our team to discover more about our extensive range of services and explore if we’re a good fit for you and your business needs.
