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Below an outline of our standard service level agreements.
RAPID IT SUPPORT LIMITED will provide computers network maintenance and network infrastructure maintenance including servers and computers on site. Which includes smooth running of the network, server’s data backup and network configuration.
Every ticket/incident is assigned a priority when it arrives in our support desk, every incident is dealt with as promptly as possible where we would aim to resolve most incidents or queries within a 30-minute window regardless of their priority.
Every issue has its own complexities, and quite often work arounds can be found to allow the end user to continue working.
|First Response to all incident types||30 minutes|
|Estimated Resolution – Critical Incidents||1 Hour|
|Estimated Resolution – Medium Priority Incidents||6 Hours|
|Estimated Resolution – Low Priority Incidents||24 Hours|
|Estimated Resolution – Major Break Down||Depends on the Damage (1 Hour – 2 Weeks)|
Customer’s Environment is down or severely corrupted, and/or business operations are critically impacted.
Customer requests general configuration or scheduled assistance to optimize performance or solution of their service/product.
Support is provided Mon - Fri 9:00 - 17:00
Tickets can be logged by
1. Sending email to firstname.lastname@example.org