We work to resolve all issues as swiftly as possible. Where a fault needs to be escalated to a network or platform supplier, resolution may take additional time. Every ticket is assigned a priority level and target fix time so you always know where you stand.
Priority 1 — Target fix: 5 hours Total loss of service or severe disruption affecting one or more elements of the solution, causing continued and significant impact to operations.
Priority 2 — Target fix: 9 hours Instability or performance degradation that makes it difficult to continue using the platform effectively.
Priority 3 — Target fix: 13 hours Intermittent service failures or issues with specific functions or features that are impacting service on an irregular basis.
Priority 4 — Non-critical An occasional, low-impact failure that can be worked around without significant difficulty.