Service Level Agreement
Response Times
We will try to achieve the following response times:
| Severity Level | Support Team Response | Escalate To Section Head/Manager | Update to Client | Remarks |
| One | 4 working hours | Immediately thereafter daily | Alternate days – by fax/mail | Forward to MS immediately.Update to PST Manager daily. |
| Two | 12 working hours | 48 working hours and thereafter alternate days | Every 3 days - by fax/mail | Forward to MS and if not resolve within 3 days must be reported to PST Manager. |
| Three | 1 Week | 2 weeks and thereafter Weekly | Weekly’s - by fax/mail | Forward to MS and if not resolve within 15 days must be reported to PST Manager. |
| Four | 2 Weeks | 2 weeks and thereafter Weekly | Fortnightly - by fax/mail | Forward to MS and if not resolve within 30 days must be reported to PST Manager. |
