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update Service Response Policy with tiered SLA targets and business hours
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Joey King 2026-03-03 22:40:19 +00:00
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Legal/Master_Service_Agreement.md
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@ -223,17 +223,27 @@ To ensure effective service delivery, clients agree to:
## Service Response Policy ## Service Response Policy
digiBandit is committed to providing fast and effective IT support for all clients. digiBandit is committed to providing fast and effective IT support for all clients. Response and resolution targets are based on the priority of the issue.
### Response & Resolution Commitment ### Response & Resolution Targets
- **Response Time:** We'll respond to all support requests within 1 hour during business hours | Priority | Description | Response Time | Resolution Target |
- **Average Reply Time:** Most requests receive a response within 15 minutes |----------|-------------|---------------|-------------------|
- **Resolution Time:** We work towards a resolution as soon as reasonably possible, with an average of 3 hours for most issues | **High** | Service outage or issue affecting multiple users | 30 minutes | 4 hours |
| **Medium** | Issue affecting individual user productivity | 4 hours | Best effort |
| **Low** | Minor inconvenience, feature request, general inquiry | 8 hours | Best effort |
### Business Hours, Methods of Contact & Support Times - **Response Time** is the maximum time to acknowledge and begin working on your request during business hours
- **Resolution Target** is the goal for resolving the issue; actual resolution time may vary based on complexity
View our hours, details and more on our [Methods of Contact](Methods_of_Contact.md) digiDoc. ### Business Hours
- **Monday to Friday:** 8:00 AM to 8:00 PM (Atlantic Time)
- **Saturday & Sunday:** 12:00 PM to 5:00 PM (Atlantic Time)
SLA timers only count time during business hours. A request submitted Friday at 7:00 PM will have its response timer start at 8:00 AM Monday (or 12:00 PM Saturday if weekend hours apply).
View additional contact methods and details on our [Methods of Contact](Methods_of_Contact.md) digiDoc.
### Exclusions & Limitations ### Exclusions & Limitations