Support - Service Level Agreements

Package

Response Time

Repair Time

Availability

Other

Platinum

4 calendar hours

8 calendar hours

24 x 7 x 365

+ Software Upgrades (Telecoms only)

Gold

4 calendar hours

8 calendar hours

24 x 7 x 365

Silver

8 business hours

Next business day

08h00 – 17h00 bus days only

Bronze

Next business day

48 calendar hours

08h00 – 17h00 bus days only