Ticket SLAs

Modified on Tue, 17 Oct, 2023 at 9:52 AM

Incident Priorities

Incident tickets are categorised according to “priority,” which considers the overall impact the customer is experiencing. The incident ticket priority should be based on the guidelines as shown in the table below.

PriorityCriteria (Reseller)Criteria (Aggregation)Criteria (End-User)
LowIssue affecting single end-user / single protected device.All issues about product functionality, when platform protection is not impacted.Issue affecting a single protected device.
MediumIssue affecting single end-user / multiple protected devices.A partial failure or degradation where a platform is not at full strength, but protection is not impacted.Issue affecting multiple protected devices.
HighIssue affecting multiple end-users / protected devices.

A mild, non-critical Issue

Impacting protection of a limited number of protected devices however, it can be readily circumvented with a workaround.

Issue affecting ALL protected devices.
Recovery unavailable.
UrgentIssue affecting ALL end-users / protected devices.A severe issue or degradation preventing protection from an existing production environment.Total service outage.
Recovery unavailable.

 Note. If a ticket is raised by email the priority will default to low unless the supplied information contains enough detail to classify the ticket using the table above.

Service Request Priority

All service request tickets will be assigned a Low priority. However this can be adjusted if the service request could impact the performance or protection capability related to the request.

Question Priority

All question tickets will be assigned a Low priority.

Priority SLA Matrix

PriorityInitial ResponseTarget Resolution*
Urgent (S1)1 hour2 hours
High (S2)2 hours4 hours
Medium (S3)4 hours8 hours
Low (S4)1 day3 days

* If a ticket is escalated to the associated vendor the target resolution is likely to take an extended amount of time.

Out of Hours Support

Out of Hours is defined as any time outside Monday to Friday 9am to 5pm GMT/BST including UK bank holidays.

Out of Hours Support will only be provided for Urgent (S1) tickets.

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