The response time measures how long it takes for SRKK giving a response when customer log a case. Guaranteed response times depend on the priority of the item(s) affected and the severity of the issue. They are shown in this table:
Response times are measured from the moment the client submits a support request via SRKK Helpdesk Call, Email, Client Portal.
Response times apply during standard working hours (9am — 5.30pm) only, unless the contract between the client and SRKK have specifically includes provisions for out of hours support.
The severity levels shown in the tables above are defined as follows:
• Fatal: Complete degradation — all users and critical functions affected. Companywide affected.
• Severe: Significant degradation — substantial number of users or critical functions affected.
• Medium: Limited degradation — small number of users or functions affected. Business processes can continue.
• Minor: Small degradation — one user affected. Business processes can continue.