IT Support

Response Times

Our IT Support team resolves 94 % of all critical issues in less than 15 minutes

IT Support Times form a crucial part of our commitment to our client's Service Level Agreements. However they have often been a cause of friction between new clients and their previous IT Support supplier.

Whilst we have standard response times for all our clients, we at Knowall feel that historical data speak much louder than words.

Current Response Time Data

Type	Issue	Response	Predicted Resolution
Priority 1 – Global Issues
Remote	Major server issues: no email delivery, server software failure, critical data restore, exchange mailbox access	30mins	1 hours
Onsite	Major server issues: where issue cannot be addressed remotely, for example server failure	2 hours	4hours
Priority 2 – Local user issues
Remote	Individual delivery failure: email software failure, access to exchange functions	4 hours	8 hours
Onsite	Individual delivery failure unable to be resolved remotely	24 hours	32 hours
Priority 3 –Administration Issues
Remote	Configuration issues: addition of new users, reconfiguration of public folders		72 hours

Commitment to response times and predicted resolution times (SLAs)
Unlimited Remote and Telephone response SLA has a response time of 30 minutes. Details of other SLAs are outlined within the Knowall IT Terms and Conditions.

IT Support

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