Service Level Agreement (SLA)
Overview of the Customer Support Team SLA & Timelines
At 3t Digital, we understand the importance of timely resolution and value our clients' time. Our Service Level Agreement (SLA) timelines are designed to ensure efficient management of Jira tickets raised by our clients.
Upon ticket submission, our team strives to acknowledge and assess the issue within below timelines. Depending on the complexity of the query, our goal is to provide an initial response within this timeline and to keep you informed and engaged throughout the process.
For standard issues, we aim to have a resolution within timescale below depending on the type of ticket raised. Our dedicated team of experts will work diligently to address your concerns, provide solutions, and offer guidance to ensure your satisfaction.
In case of more complex or technical matters, our team may require additional time to thoroughly investigate and resolve the issue. Rest assured, we will maintain regular communication and keep you updated on the progress until a resolution is reached.
Our commitment is to deliver prompt and effective support while maintaining the highest quality standards. We continuously strive to exceed our SLA timelines and provide exceptional service, ensuring a smooth and seamless experience for our valued clients.
Required Actions
There are 3 main actions that must complete for every ticket that is raised from the portals.
Action | Description |
|---|---|
Response | A member of the team must respond to the requester/reporter on the ticket raised within the set timescales to acknowledge the query and inform them that it’s being reviewed. |
Review | A member of the team must investigate the ticket raised and go back to the requester/reporter with a the next steps or the action that has been taken within the set timescales. The could be a number of things such as raising a development ticket, a link to a user guide, arranging further training sessions etc. |
Resolution | A member of the team must resolve the ticket within the set timescales, giving the report/requestor a solution so the ticket can be closed. |
Timing of Actions
Listed below are the types of issues that can be raised and timings of when they will be dealt with as per the agreed SLA’s.
The timescales listed are working hours/days
Type | Response | Review | Quote Issued | Resolution |
|---|---|---|---|---|
Critical Bug | 30 mins | 1 hour | N/A | 4 hours |
Bug – High | 3 hours | 1 day | N/A | 3 days |
Bug – Medium | 3 hours | 1 day | N/A | Included in next available release |
Bug – Low | 3 hours | 1 day | N/A | Included in next available release |
Support Query | 3 hours | 1 day | N/A | 3 days |
Data Requests | 3 hours | 1 day | 5 days | Prioritised by client into an available release |
Working Hours (Time zone = GMT (Greenwich Mean Time))
Day | Opening Time | Closing Time |
|---|---|---|
Monday | 08:00 | 16:00 |
Tuesday | 08:00 | 16:00 |
Wednesday | 08:00 | 16:00 |
Thursday | 08:00 | 16:00 |
Friday | 08:00 | 16:00 |
Saturday | Closed | Closed |
Sunday | Closed | Closed |