Service Level Agreement

Response Times

Response times to Customer Support Request ("CSR") are prioritised by the impact the given issue has on the customer´s ability to use the Big 5 Assessments Dashboard. The following table defines the service levels provided to CSR´s by the Big 5 Assessments Dashboard Support team.

Priority 1 - URGENT - Very High Business Impact/Services Unavailable

Defined as: A system wide outage that prevents the customer from logging in and access all of the available features.

Normal Business Hours

Email - within 4 hours
Phone - within 4 hours

Extended Business Hours

Email - within 8 hours
Phone - within 8 hours

Priority 2 - HIGH - High Business Impact/Operations Affected

Defined as: Functional features affected and there is no workaround.

Normal Business Hours

Email - within 6 hours
Phone - within 6 hours

Extended Business Hours

Email - within 12 hours
Phone - within 12 hours

Priority 3 - NORMAL - Low Business Impact/Non Critical

Defined as: Functional features affected but there is a work around or are not critical to use the day to day use of the Big 5 Assessments Dashboard.

Normal Business Hours

Email - within 24 hours
Phone - within 24 hours

Extended Business Hours

Email - within 24 hours
Phone - within 24 hours

Priority 4 - LOW - Minimal Business Impact

Defined as: Customer information requests or no day-to-day operation is being impeded.

Normal Business Hours

Email - within 48 hours
Phone - within 48 hours

Extended Business Hours

Email - within 48 hours
Phone - within 48 hours

Resolution Times

We aim to provide a full resolution to your support request within 24 to 48 hours of responding to your initial support request.

Big 5 Assessments Dashboard Support Team Holidays 2023 Dates

Effective from: 1st January 2023