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:
- P4 – Low: 4 hour response; 5 working day resolution
- P3 – Medium: 2 hour response; 3 working day resolution
- P2 – High: 1 hour response; 2 working day resolution
- P1 – Critical: 30 minute response; 8 hour resolution
If you have a P1 / Critical Incident – please log this via phone or via the portal with your log in details (https://openip.harmonypsa.com). If this is logged via email, it will automatically be assigned as a P3 Incident and will not be looked at for up to two hours.
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 firstname.lastname@example.org or call them on 0333 240 7487