Remote Support Service Levels
Techacci will respond to remote support related incidents and/or requests submitted by the Client either by phone or email within the following time frames or as otherwise discussed and agreed to.During Business Hours (Monday to Friday – 9am to 5pm):
- Within 4 hours for first response and up to 24 hours (1 business day) for resolution on any issues classified as Urgent – additional per/hr charge.
- Within 8 hours for first response and up to 48 hours (2 business days) for resolution on any issues classified as High – additional per/hr charge.
- Within 16 hours for first response and up to 72 hours (3 business days) for resolution on any issues classified as Medium.
- Within 32 hours for first response and up to 120 hours (5 business days) for resolution on any issues classified as Low.
