Available support options and Service Level Agreement.
End-user support is typically available from 9am to 5:30pm Monday to Friday (excluding bank holidays) via telephone, e-mail and our web portal.
End- user support availability can be extended from 8am to 6pm (excluding bank holidays) at additional cost.
Technical or “Administration” support provides assistance with the administrative functions of i-Comply-GDPR as well as help with other more complex activities and the escalation of issues that cannot be resolved through the tools available within the system.
All calls will be answered and completed by our UK based helpdesk team
Service Level Agreement
Core hours are defined to mean 9.00am to 5.30pm.
The standard availability of i-Comply-GDPR is 24x7x365
Planned maintenance for upgrades or infrastructure changes are communicated in advance and are all performed outside of core hours.
Target – 99.6%
Achieved in past 12 months – 100%
Service Level Agreement Targets
Our SLA targets are based on working hours.
SLA Target – 95%
Achieved in past 12 months – 92.5%
Urgent – System failed or error stopping a live process from working with no possibility of a workaround.
Response time 1 hour Time to fix 1 day
High – Error in live system, with a workaround, that is causing significant problems day-to-day.
Response time 4 hours Time to fix 2 days
Normal – Not stopping processes running, but causing an annoyance
Response time 8 hours Time to fix 10 days
Cosmetic / Requests – A non-essential request that would improve the system in some way.
Response time 24 hours Time to fix No fixed time