We investigate your issue according to priority level and time of submission. You can expect an initial response within 1 business day or less.
Business Day is considered 8:30 am to 5 pm Mon to Friday
We will observe all Saskatchewan Provincial Holidays, Canadian Holidays and US Holidays as Urgent P1 if required for On-Site Service and High Priority for Remote.
|Priority and type of issue||Example|
P1: Critical Impact - Service Unusable or coding in Production, Holiday On-Site, After Hours, Unplanned (SLA Urgent 1 hrs / 4 hrs) 2.5 hours credit for each hour service deducted.
|All users or systems are down, a service is performed on holiday or require action to begin within the hour or resolved within 4 hours.|
P2: High Impact - Service Use Severely Impaired, onsite scheduled, planned coding, Holiday Remote Connection (SLA High 4 hrs / 12 hrs) 2 hours credit for each hour service deducted.
|Something is not working that is affecting your business operation. Resolve is required within the day. Attendance is required off hours.|
High end Design/Programming or Highly specialized service labor is performed.
|The user of your company has not first either made an appointment or reported an issue with the ticketing system and needs assistance within the day if possible.|
Requests or consults via txt message that do not already have a ticket.
|An Appointment is booked for Remote connection service to receive 1 to 1 training, consulting or Issue is reported that a user in your company needs support at the next available time over the next 3 days.|
If your company required extra documentation or billing report information time may be required to accommodate such tasks.