Introduction
This article is intended for customers or partners using the managed service and contacting the MSP Services Team.
Our operating hours
Our service desk team is based in the UK and is available from Monday to Friday 9am to 5pm (GMT). This is excluding UK Bank Holidays.
Our Service desk SLA
Our Service Level Agreements (SLA) is our commitment to the level of service we will provide to you our customer in regards to service incidents.
When a new support incident is raised, a severity level is assigned to ensure it is responded to in a timely manner related to the impact that the request or incident may have on your organisation. The severity, categorisation and response times are listed below:
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Low - Severity 4 (within 16 business hours)
Minor request that does not have an impact. -
Normal - Severity 3 (within 8 business hours)
Important issue that does not have a significant impact. -
High - Severity 2 (within 4 business hours)
Critical, high-impact problem where Services are operational, but significantly impaired. This may be a time-sensitive issue important to long-term availability that is not causing an immediate work stoppage. -
Urgent - Severity 1 (within 2 business hours)
A problem that causes a complete loss of Services with severe business impact. In this situation, work cannot continue in an acceptable fashion, the operation is critical to the business and the situation is an emergency.
Our fair usage policy
Customers using our datajar.mobi support services should also be familiar with our fair usage policy. Our fair usage policy is designed to ensure all configuration changes to an environment are not only responded to but implemented swiftly. Our policy is designed to recognise changes that are considered business as usual and also larger changes that would signify engagement with our pre-sales and project delivery teams. This could be due to their complexity and or size and will incur additional charges. If you are unclear about what subscription type your organisation is on, these will be detailed within your agreement. If you require further information, please contact a member of our customer success team.
Our Platform SLA
With regards to our cloud platform, we guarantee 99.9% availability in a 30 day period for datajar.mobi services outside of scheduled maintenance and emergency maintenance windows.
Need further support?
If you still require assistance with us or have any further questions, please raise a ticket with our support team.
Alternatively, please see our frequently updated knowledge base articles for reference.