The target response times for support issues are as follows:
- The Provider will aim to provide an initial response within 8 working hours for all new support requests and agree with the Customer a target completion time depending on the urgency of the issue and the level of impact.
- Support will be provided within standard support hours, which are Monday to Friday, 9:30am to 5:30pm. Support outside of these standard hours can be negotiated if and when needed.
- In the event of a loss of service, the Provider will do their utmost to help resume normal service as soon as possible and minimise disruption. The timeframe for recovery work will be agreed with the Customer and will depend on the scale of the problem’s impact on the successful delivery of business.