service level agreement

response times

response times to customer support request ("csr") are prioritised by the impact the given issue has on the customer´s ability to use the 卡塔尔世界杯预选赛赛程 dashboard. the following table defines the service levels provided to csr´s by the 卡塔尔世界杯预选赛赛程 dashboard support team.

priority 1 - urgent - very high business impact/services unavailable

defined as: a system wide outage that prevents the customer from logging in and access all of the available features.

normal business hours

email - within 4 hours
phone - within 4 hours

extended business hours

email - within 8 hours
phone - within 8 hours

priority 2 - high - high business impact/operations affected

defined as: functional features affected and there is no workaround.

normal business hours

email - within 6 hours
phone - within 6 hours

extended business hours

email - within 12 hours
phone - within 12 hours

priority 3 - normal - low business impact/non critical

defined as: functional features affected but there is a work around or are not critical to use the day to day use of the 卡塔尔世界杯预选赛赛程 dashboard.

normal business hours

email - within 24 hours
phone - within 24 hours

extended business hours

email - within 24 hours
phone - within 24 hours

priority 4 - low - minimal business impact

defined as: customer information requests or no day-to-day operation is being impeded.

normal business hours

email - within 48 hours
phone - within 48 hours

extended business hours

email - within 48 hours
phone - within 48 hours

resolution times

we aim to provide a full resolution to your support request within 24 to 48 hours of responding to your initial support request.

卡塔尔世界杯预选赛赛程 dashboard support team holidays 2020 dates

effective from: 27th january 2020