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:
Your Main Server is offline and all users are unable to work.
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.
Your Internet Connection is offline, users can still work locally or on another connection.
Your CEO’s computer has stopped working.
Your main Accounting Software has stopped working.
A user’s computer won’t turn on so they can’t work.
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.
Printing is slower than normal.
A single user is unable to scan.
A user needs a program installed on their PC.
Pro-Active maintenance of systems.
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 email@example.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.