Helpdesk
Service Level Agreement
All helpdesk support requests to Gardoce are automatically categorised as Severity Level 3 unless specifically identified by the client. Gardoce has the right to review this severity and change accordingly with appropriate communication to the client. The table below outlines how these requests are prioritised based on their severity level and serves as the service level agreement between Gardoce and client.
Severity Level 1
Business is unable to continue. Production environment has stopped and severely impacted business operations.
Target response time: 4 hours
Target resolution time: 1 day
Severity Level 2
Business operations are able to continue. Production environment has experienced important service outages.
Target response time: 1 day
Target resolution time: 2 days
Severity Level 3
Business is still operational. Production environment has experienced minor loss of service with available work around.
Target response time: 2 days
Target resolution time: 3 days
- A dedicated support email address and helpdesk portal access will be allocated to the client upon acceptance of this service level agreement.
- Any support request regardless of severity level must be logged to Gardoce support portal. This can be done by accessing the support portal directly or using the dedicated support email.
- Days identified in the response times and resolution times are business support hours specifically between 9:00 am and 5:00 pm Australian Eastern Standard Time (AEST).