Client - Customer Support SLA

SUPPORT PRIORITY CHART

 Below is your customer issue priority chart. It allows Entire OnHire to prioritise customer requests so that you get the help you need when you really need it. You will see that the categorisation of your issue is created from a combination of both URGENCY (time) and IMPACT (business effect). Critical issues are fixed first, then High, then Medium and finally, low.

Open

SUPPORT LEVEL AGREEMENT

SLA Matrix - Response Times and Resolution Times

This shows you the minimum timeframes we commit to responding, updating, actioning and solving your Support Request.

 Note: Support requests must be raised through the agreed channels (i.e. your Support Portal). 

Response time: How long till we acknowledge your support request. 

Update time: How often we will update you on the status/progress of your request. 

Fix time: How long before a fix/solution is provided to you. 

Close time: How long till your request is closed after being raised. 

Note: These times are the minimum performance level we guarantee.

Open

SUPPORT PRIORITY EXAMPLES

SLA Examples

We take our role as your key operational system very seriously, and we know that some functions are critical to the success of your business. This chart helps you see which features and functions we prioritise most. It is not a complete list due to the large size of Entire OnHire but should give you a good idea of when your request will be resolved

KEY DEFINITIONS AND TERMS