Impact levels and response times
Response and resolutions times assume that remote access, passwords and key contacts are immediately available.
Every member of the Contensis support team is notified when you raise a critical ticket, so please be restrained in your use of this category.
Zengenti reserves the right to reclassify the impact level at any time if we believe the ticket classification is incorrect.
Ticket impact levels
Low impact
Low impact issues have no immediate affect on your organisation.
Response: 8 business hours
Expected resolution: 3 working days
Normal impact
Normal impact issues have a moderate impact on your organisation. Important functions are still available and not materially impaired.
Response: 8 business hours
Expected resolution: 3 working days
High impact
High impact issues involve serious degradation of application or functionality, although essential functionality is still available.
Response: 4 business hours
Expected resolution: 2 working days
Critical impact
Critical impact issues indicate that an application is down or experiencing a major malfunction, with essential functionality unavailable or materially impaired.
Response: 1 hour
Expected resolution: 8 hours
Critical ticket escalation
| Level | Contact | Telephone | When |
|---|---|---|---|
| 1 | On-call engineer | 01584 824202 | Initial call |
| 2 | Ben TullochHead of hosting operations | 01584 824215 | After 1 hour |
| 3 | Simon HoranChief product officer | 01584 824209 or 07815 194956 | After 2 hours |
| 4 | Richard ChiversCEO | 01584 824206 or 07813 708649 | After 3 hours |