Response Times

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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.

Severity levels

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.


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