Page 7 - Service Level Agreement (SLA)
P. 7

Priority           Description                                                      Call Back Time

           1                  A serious problem needing immediate attention                    30 minutes
                              affecting business operation – e.g. a system down


           2                  A serious problem needing immediate attention – e.g.             1 hours



           3                  A problem that affects you but doesn’t stop you working          3 hours
                              immediately. Plus - all calls logged via Email.
           4                  Requests and problems that are not urgent                        1 working        day







                   Support desk                       The Support Desk is available from 09:00 - 17:00 on
                                                      normal working days. It can be contacted in the
                                                      following ways:

                                                          Telephone             +44 (0) 333 772 0161

                                                            E-mail            support@customadaptive.com
                                                             Web             https://ims.customadaptive.com/support

                                                                             Available business as stated in this
                                                                                       document
















                                                            7/19

                                             1 Hutton Street, Standish, Wigan WN1 2XD
                                                     Company Number 08233588
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