We know that all you want to do is get on with your day, so when something goes wrong and you need us, we also know it's really important we respond quickly and efficiently.

That's why we make sure our response times are not just great, they're best-in-class...

Our Response Times

Any issues raised with our Service Desk are prioritosed according to the following triage matrix:

 

From this, we'll assign your issue a priority level from P1 to P5:

 

The priority level of your issue will determine our target response and resolution times as well as escalation procedures:

 

But don't worry, we're pretty good at exceeding expectation and our actual response times are industry-leading. In fact, we're so proud of them, we publish on the front page of our web site every month!

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