Standard Service Level Agreement
End support is offered to head office teams only, these details should not be shared with all employees, who need to follow your correct internal procedures to escalate.
Tickets are triaged and prioritised according to severity of issue and number of users impacted.
Service is unavailable to all users - for example, staff are unable to login to Oplift.
Support Hours 08:00-18:00 Monday - Sunday (UK time)
Response time of 1 hour
Fix target 24 hours
A partial service failure that's impacted less than 50% of the service base - for example, images in news articles aren't loading for some users.
Support Hours 08:00-18:00 Monday - Friday (UK time)
Response time of 3 hour
Fix target of 3 business days