Service Level Agreements at OPENSHOP
Our Service Level Agreements (SLAs) are designed to ensure your business receives prompt and effective support, tailored to the critical nature of each issue. We assess every ticket based on its Impact and Urgency, ensuring that more pressing issues are prioritised.
Hours of Service
- Standard Support: Monday to Friday, 8:00 am - 9:00 pm (excluding public holidays).
- 24/7 Monitoring: For critical issues that require 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.
Here's how we respond to different priorities:
| Incident Priority | Respond Within | Plan Within | Resolve Within |
| Critical | 15 mins | 30 mins | 2 hours |
| High | 30 mins | 3 hours | 6 hours |
| Medium | 1 hour | 6 hours | 12 hrs / 1.5 days |
| Low | 1 hour | 8 hours | 24 hrs / 3 days |
Notes:
In situations where we require additional information or await your approval for work that may affect your business, we may temporarily pause the resolution clock to ensure we proceed with your best interests in mind.
Request a call to discuss your needs
Problems Solved
Response Time
User Satisfaction
In Business
Ticket Management: When you log a ticket, we notify you via email, assigning an engineer, setting the priority, and outlining the start time.
How to Escalate an Issue
- First Escalation: If the priority does not reflect the urgency of your issue, reply to your ticket and request escalation, detailing the impact on your business.
- Further Escalation: If your issue remains unresolved or lacks sufficient attention, contact our Customer Service Manager directly for further assistance.
Example of Ticket Escalation: Imagine you’ve submitted a ticket for an issue with the company’s email server, initially categorised as medium priority. However, if the server outage impacts customer communications significantly, you can request an escalation. To do this, simply reply to your ticket email, explaining how the issue affects business operations. We will re-evaluate and adjust the priority to expedite resolution.
Talk to an expert today
Reach out to learn more about our premier IT Solutionsor call us at (+30) 2109813870.
