Ensuring Fast, Reliable Support for Your Organisation
At OPENSHOP, our Service Level Agreements (SLAs) are designed to deliver reliable, prompt, and transparent support based on the criticality of each issue. We classify tickets by evaluating their Impact on operations and the Urgency for resolution—ensuring the right attention at the right time.
Hours of Service
- Standard Support: Monday to Friday, 08:00 – 21:00 (excluding public holidays).
- 24/7 Monitoring: For critical alerts and incidents requiring immediate attention outside business hours.
Ticket Management
Once a ticket is submitted:
1. You’ll receive a confirmation email with the assigned engineer’s name. 2. Priority level and start time will be clearly indicated.You can track progress and communicate directly with our support team.
Priority Levels & Response Times
| Incident Priority | Initial Response | Resolution Target |
|---|---|---|
| Critical | 15 minutes | Within 2 hours |
| High | 15 minutes | Within 4 hours |
| Medium | 15 minutes | Within 1 business day |
| Low | 15 minutes | Within 3 business days |
Please note:
If additional approval or information is required, the resolution time may be paused to ensure a solution that aligns with your business needs.
Get in touch with our team — we’re here to support your operations with confidence and clarity.
How to Escalate an Issue
- Initial Escalation: If the assigned priority doesn’t reflect the true urgency, simply reply to the ticket explaining the business impact.
- Further Escalation: For unresolved or insufficiently addressed issues, contact our Customer Service Manager directly for immediate review.
Example: You log a ticket about a slow network (initially marked Low). If it begins affecting video meetings or client deliverables, reply to the ticket, explain the increased impact, and we’ll re-prioritise accordingly.
Problems Solved
Response Time
User Satisfaction
In Business
Talk to an IT Expert
Let’s explore how OPENSHOP can support your organisation with tailored IT solutions. Fill in the form or call us at (+30) 2109813870.
