Live operations
Service Desk
ITIL-aligned 24/7 support, with every ticket tracked end-to-end in your client portal.
Single point of contact
Raise incidents, requests and changes from one place.
Follow-the-sun
Engineers across EMEA and APAC, 24/7/365.
ITIL-aligned
Defined processes for incident, change and problem.
Response SLAs
| Priority | Response time | Criteria |
|---|---|---|
| Critical (P1) | 15 min response | Production down |
| High (P2) | 1 hour response | Major degradation |
| Medium (P3) | 4 hours response | Limited impact |
| Low (P4) | Next business day | Requests & queries |