Customer Service Availability
Telephone support
Section titled “Telephone support”9:00 A.M. to 5:00 P.M. CT Monday-Friday
Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call.
Email support
Section titled “Email support”Monitored 9:00 A.M. to 5:00 P.M. CT Monday-Friday
Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
In support of services, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:
- 0-8 hours (during business hours) for issues classified as High priority.
- Within 48 hours for issues classified as Medium priority.
- Within 5 working days for issues classified as Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.