Support Service Levels

Datalink aim to provide a timely turnaround on each and every logged support ticket. In order to do this, service levels are based on the severity of the issue. The acronym used for this in the IT sector is SLA.

When emailing our service desk, your enquiry will be initially set to a "Service Request" severity with 1 business day turnaround. If you need more urgent turnaround, then please use the Service Desk Portal or our 24x7 Paging Service (charges may apply).

Severity	Description	Priority	Response Aim	Resolution Aim

Severity	Description	Priority	Response Aim	Resolution Aim
Defects
Critical (P1)	A problem that prevents your users achieving a business-critical function where there is no other workaround available Examples: Complete system outage	Urgent	1 business hour	1 business day
Major Problem (P2)	A problem that prevents your users achieving an important function Examples: Inability for most users to achieve any form of meaningful work	High	1 business day	5 business days
Minor Problem (P3)	A problem that, although inconvenient, can be tolerated for a reasonable amount of time Examples: Performance degradation Problem with a non-critical part of the system Any issues where a workaround available and in place Most reporting problems	Medium	2 business days	4 business weeks
Service Requests
Service Request	Request Datalink to provide a service	High	1 business day	10 business days
Feature Request	Suggest a new feature or a change to an existing feature	Low	5 business days	-
Help
Question	A question on how to use the software	Medium	2 business days	-
Feedback
Information	Provide feedback and advice to Datalink without any need for a response	Low	-	-

Notes

The times are based around business hours operation (Melbourne, Australia) which includes Monday - Friday and excludes weekends, public holidays and the period between Christmas day and New Year’s.
During business hours customers can contact us via phone or email for all severity levels, and are encouraged to report SEV-1 and SEV-2 issues via phone.
Outside business hours, SEV-1 and SEV-2 issues can be reported via our paging service to page an on-call engineer to our after-hours SLA. SEV-3 issues can be lodged via email 24/7, but will not be answered until the next business day.
The times are based on the time the issue was submitted into the Service Desk Portal (in the event of Critical, telephone notification must also have been received)
The severity of a ticket is initially set by the customer when that submit a ticket via the portal, however please note that the associated priority can be overridden by the Service Desk at the time of initial triage if the assigned support agent believes it to be incorrectly set