Before you submit

Support Terms & Response Times

Please review our service level commitments before raising a ticket. Your agreement is required to proceed.

Response & Resolution Targets
P1 — Critical
Total Outage / Security Incident
Business operations fully stopped. Data loss risk or active security breach.
e.g. Server down, ransomware, email completely offline
First Response
4business hours
Resolution Target
8business hours
P2 — High
Major Function Impaired
Key system degraded. Workaround exists but is significantly disruptive.
e.g. Core app errors, user locked out of critical system
First Response
8business hours
Resolution Target
2business days
P3 — Medium
Partial Impact
Non-critical issue with a workable alternative. Business continues normally.
e.g. Printer offline, software install, permission change
First Response
1business day
Resolution Target
5business days
P4 — Low
Minor Request
No operational impact. General queries, how-to questions, minor configuration.
e.g. Password reset, new user setup, general enquiry
First Response
2business days
Resolution Target
10business days

🕐 Business Hours

  • Monday to Friday, 08:00 – 18:00 local time
  • SLA clocks run during business hours only
  • Tickets raised outside hours are clocked from the next business day open
  • Public holidays are excluded

📋 Ticket Types

  • Incidents follow the P1–P4 SLA above
  • Change requests are assessed within 3 business days and scheduled by mutual agreement
  • Project work is governed by separate project timelines, not ticket SLAs
Definitions
First Response
Acknowledgement that the ticket has been received, reviewed, and is being actively worked. Does not mean resolution.
Resolution Target
A good-faith target, not a hard guarantee. Resolution may depend on third-party vendors, client access, or approvals outside our control.
Business Hours
Monday – Friday, 08:00 to 18:00 local time, excluding public holidays. SLA clocks pause outside these windows.
Priority Assignment
Priority is assigned by the support team based on actual business impact, and may differ from the submitter's selection.
On-call & accelerated response: Environments requiring sub-4-hour P1 response or out-of-hours coverage are supported under a separate on-call retainer arrangement. Please contact us before submitting a ticket if this applies to your environment.
Your Agreement
By clicking I Agree & Continue, you confirm that you have read and understood the support terms and response time commitments outlined above. You acknowledge that resolution targets are best-effort and may be affected by factors outside the support team's direct control, including third-party vendors, access availability, and hardware lead times.
Submit a Ticket
Your agreement is logged with a timestamp. The ticket portal will open after acceptance.