Response and resolution targets
| Priority | Response Time | Target Resolution | Notes |
|---|---|---|---|
| P1 Critical | 30 minutes | 4 hours | Major outage or security event |
| P2 High | 2 hours | 6 hours | Severe impact with a workaround |
| P3 Medium | 4 hours | 2 business days | Limited impact |
| P4 Low | 1 business day | 5 business days | Minor issue or question |
| Service Requests | 1 business day | 5 business days | Standard requests and small tasks |
When the clock runs
SLA timers start when
- you log a ticket through our service desk channels listed below
- the ticket includes a short description, impact, contact name and a callback number
SLA timers pause when
- we are waiting for your input or approval
- we are waiting on a third party vendor or carrier
- we are inside a planned change window agreed with you
Hours of coverage
- Business Hours are Monday to Friday, 7:00am to 5:00pm AWST
- After Hours and Public Holidays are excluded unless your Pricing Schedule says otherwise
- Outside Business Hours, P1 Incidents can be raised on 1300 787 429. Cover depends on your plan, as set out in Appendix C of the Master Managed Services Agreement
Priority definitions
- P1 Critical: service is down for many users or there is a material security incident
- P2 High: severe loss of function and many users are affected
- P3 Medium: function is impaired but a workaround exists
- P4 Low: minor issue, cosmetic issue or general question
- Service Request: a standard request such as a new user, software install or access change
How to log a ticket
- Portal: support.austintechnology.com.au/portal
- Email: support@austintechnology.com.au
- Phone: 1300 787 429
Use the portal for the fastest response and to set the right priority.
Scope and exclusions
- Adds, Moves and Changes are included when each task is estimated at up to four hours and does not require a design or implementation plan. Larger tasks are delivered as Projects. See Appendix D of the Master Managed Services Agreement for examples.
- SLA targets do not apply to Projects, third party services, carrier faults or events outside our control.
- Incident response on unsupported or out of scope systems is billed at the Rate Card.