Fault reporting & support service levels
This is a statement of the support standards we set ourselves. We aim to achieve them at all times and usually greatly exceed them.
Category of fault
Example classifications below. These are meant to impart severity and rule out common mis-interpretations.
|1 - Urgent||
|2 - High||
|3 - Normal||
Whilst these examples do not cover all eventualities, they hopefully convey the severity that should be attached to a ticket. Running out of credit at 3am is not a critical issue, for information on making a prepayment out of office hours please see below.
Faults mis-classified will be re-classified where appropriate and abuse of category 1 and 2 will result in all tickets from your organisation being downgraded.
From the time of reporting to response is as below. We are typically much quicker.
|2 - High||
|3 - Normal||
Next working day
This support portal is intentionally off-network and should be used to report all issues using the 'Submit a request' link above. Please provide as much information as possible. You will be invited to assign a priority to the issue and we ask that you adhere to the categories described above.
Once your ticket is submitted, our response will depend on the severity of your issue:
- Category 1 (Urgent) issues will result in a pager message to available engineers 24x7 and be available in our support system.
- Category 2 (High) issues will result in a pager message to available engineers outside of office hours and be available in our support system.
- Category 3 (Normal) issues will be available in our support system and during office hours will be attended to by duty staff and escalated as appropriate.
- Tickets marked as 'Low' priority will be treated as 'Normal'.
You may also report faults by email to firstname.lastname@example.org but do note that all such tickets will automatically be categorised as Category 3 (Normal). If your issue is more urgent you must report it through this portal. Tickets reported through any other means (notably direct staff e-mails, SMS, or telephone) will be ignored.
As soon as your ticket is being looked at we will aim to respond ASAP either with resolution or with an update and estimate of time to resolution where possible. During a major network incident we will instead update the status information on this portal and respond to reports of dependent faults as soon as practicable.
When we consider an issue resolved we will send you a mail saying so. Please test and if we do not hear further from you the ticket will be closed.
Category 1 and 2 issues will automatically notify Directors, Category 1 issues will also notify the Managing Director. If the above response times have been breached you may use this portal (see the 'Check your existing requests' link at the top of this page) to edit your request and increase the priority. Please do not abuse this if your issue is within the times and example priorities above.
Maintenance and upgrades
We aim to minimise the disruption caused by maintenance and to notify customers wherever possible athough this may not always be achievable. Please see the 'Status' section on the home page of this portal for any such notifications. You may also wish to register and then click 'subscribe' within this section to be automatically e-mailed with changes.
This is a statement of the minimum standards we set ourselves and normally we greatly exceed them. Customers requiring a formal SLA with different standards to the above and/or Service Credits for any breaches should contact us. We will view such requests on their business merit and therefore expect a commitment of business in return for our increased commitment.