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 | The requester/reporter must receive a response within the set timescales to acknowledge the query and inform them that the ticket has been created and is under review. |
Review | A team member must investigate the ticket and inform the requester/reporter of the next steps or actions taken within the set timescales. This may include raising a development ticket, providing a link to a user guide, arranging further training sessions, etc. |
Resolution | A team member has provided a resolution to the issue raised (even if it's a temporary fix with a permanent solution to follow) within the set timescales, giving the requester/reporter a solution so the ticket can be moved to client sign-off status. |
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 | Resolution |
|---|---|---|---|
Technical Support - Highest (P1) | 30 mins | 1 hour | 4 hours |
Technical Support – High (P2) | 30 mins | 4 hours | 2 days |
Technical Support – Medium (P3) | 30 mins | 1 day | Next Sprint (within 14 days) |
Technical Support – Low (P4) | 30 mins | 1 day | Next Available Sprint |
Support Query | 30 mins | 1 day | 3 days |
Service Task | 30 mins | 3 days | Prioritised by Customer Excellence Manager |
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 |