Service Priority Levels
Guaranteed service levels for every situation
Our service desk operates 24 hours a day, 7 days a week. Dudobi cloud engineers are available during normal working hours (8am – 5pm) Monday through Friday for all requests and after hours, 7 days a week, for emergencies only (e.e. outages and system failures).
We deliver guaranteed support to our clients via a Service Level Agreement (SLA). Our SLA includes response times set according to the priority of your request. When you contact the service team your ticket is quickly assigned to an engineer and assigned a priority status. You can request a higher or lower priority status for any ticket you raise with our team.
Our service priority levels are explained below.
Service Level Agreement
| Priority | Urgent (P1) | High (P2) | Normal (P3) | Low (P4) |
| Hours | 24×7 | 24×7 | 8×5 | 8×5 |
| Response | 30 mins | 60 mins | 2 hours | 4 hours |
| Resolution | 60 mins | 120 mins | 8 hours | 3 days |
| Examples | Complete system outage, multiple services down, or multiple servers or devices failed | Partial system outage, single service down, single server or device failure | System changes and additions, performance degradation issues | Scheduled maintenance, non-urgent changes, information requests |
Our 24×7 SLA is for break-fix only and does not include BAU unless your contract specifically states otherwise.
SLA exclusions
The SLA does not apply:
- During scheduled maintenance and scheduled changes
- Whilst waiting for a response from you or 3rd parties (e.g. suppliers, vendors, developers)
- Where the root cause is outside of Dudobi’s control (e.g. with a 3rd party supplier)