SERVICE LEVEL AGREEMENTS

 

As a valued customer of OpenIP, we have set out Service Level terms that we try to adhere to.  When you email or call the Helpdesk, they will assign the case a priority status as follows:

  • Low: 4 hour response; 5 working day resolution
  • Medium: 2 hour response; 3 working day resolution
  • High: 1 hour response; 2 working day resolution
  • Critical: 30 minute response; 8 hour resolution

This will automatically be escalated if these are not met and sent to the Supervisor and Manager of the department. Please contact the Helpdesk on helpdesk@openip.co.uk or call them on 0333 240 7487