Service Level Agreements at OPENSHOP
At OPENSHOP, our Service Level Agreements (SLAs) ensure your business receives prompt, effective support, tailored to the critical nature of each issue. We prioritise tickets based on Impact (the effect on business operations) and Urgency (the need for swift resolution).
Hours of Service
- Standard Support: Monday to Friday, 8:00 am - 9:00 pm (excluding public holidays).
- 24/7 Monitoring: For critical issues requiring immediate attention outside regular hours.
Priority Levels Tickets are evaluated on two key factors:
- Impact: How much the issue affects business operations.
- Urgency: How quickly the issue needs resolution to prevent significant disruption.
Priority Levels and Response Times
| Incident Priority | Respond Within | Plan Within | Resolve Within |
|---|---|---|---|
| Critical | 15 mins | 30 mins | 2 hours |
| High | 15 mins | 1 hour | 4 hours |
| Medium | 15 mins | 2 hours | 1 business day |
| Low | 15 mins | 4 hours | 3 business days |
Notes:
If additional information or approval is required, we may pause the resolution clock to ensure the best course of action for your business.
Request a call to discuss your needs
Ticket Management
When you log a ticket, you'll receive an email with the assigned engineer, priority level, and start time.
How to Escalate an Issue
- First Escalation: If the priority doesn't reflect the urgency, reply to the ticket explaining the impact on your business.
- Further Escalation: If unresolved or insufficiently addressed, contact our Customer Service Manager directly.
Example of Ticket Escalation: You submit a ticket for a network slowdown, initially marked as low priority. However, as it starts impacting client meetings and file transfers, you can request an escalation by replying to the ticket and explaining the increased business impact. We’ll reassess the priority to expedite the resolution.
Problems Solved
Response Time
User Satisfaction
In Business
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Reach out to learn more about our premier IT Solutionsor call us at (+30) 2109813870.
