SUPPORT RESPONSE TIMES
As a minimum, we make our best effort to meet these response times. Unless other terms are agreed to, these are our standard support times.
|Severity of the issue||During business hours||After business hours|
|Low||4-8 hours||Next business day|
|High||Immediate – as soon as possible|
Exceptions: Civic holidays, absences due to sudden illness or death (God forbid!), and special event days like the Banff Jasper Relay (annually on the first Saturday in June) may mean that we can’t respond until the next business day. In these cases, an email will be sent to all clients advising of our support commitments.
Severity levels of support Issues:
- Low severity: No impact to business operations, no loss of revenue or exposure to risk (example: content updates).
- Medium severity: Moderate impact to business operations, affecting some areas of revenue generating activity (example: an online app stops working).
- High severity: High impact to business operations affecting the main activities that are associated with generating business revenue (example: your site goes offline or your email stops working).