Impact levels and response times
Definitions of help desk ticket impact levels, response times, and resolution times.
Response and resolutions times assume that remote access, passwords and key contacts are immediately available.
Every member of the Contensis support team is notified when you raise a critical ticket, so please be restrained in your use of this category.
Zengenti reserves the right to reclassify the impact level at any time if we believe the ticket classification is incorrect.
Ticket impact levels
Low impact
Low impact issues have no immediate affect on your organisation.
| Response | Expected resolution: |
|---|---|
| 8 business hours | 3 working days |
Normal impact
Normal impact issues have a moderate impact on your organisation. Important functions are still available and not materially impaired.
| Response | Expected resolution |
|---|---|
| 8 business hours | 3 working days |
High impact
High impact issues involve serious degradation of application or functionality, although essential functionality is still available.
| Response | Expected resolution |
|---|---|
| 4 business hours | 2 working days |
Critical impact
Critical impact issues indicate that an application is down or experiencing a major malfunction, with essential functionality unavailable or materially impaired.
| Response | Expected resolution |
|---|---|
| 1 hour | 8 hours |
Critical ticket escalation
| Level | Contact | Telephone | When |
|---|---|---|---|
| 1 | On-call engineer | 01584 824202 | Initial call |
| 2 | Ben Tulloch (Head of hosting operations) | 01584 824215 | After 1 hour |
| 3 | Simon Horan (Chief product officer) | 01584 824209 or 07815 194956 | After 2 hours |
| 4 | Richard Chivers (CEO) | 01584 824206 or 07813 708649 | After 3 hours |