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Service Priority Levels

Guaranteed service levels for every situation
Our service desk runs 24 hours a day and Dudobi cloud engineers are always available to help.

We deliver guaranteed levels of support to clients in the form of 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 given a priority. You can request a higher or lower priority for any ticket you raise with our team.

Our service priority levels are specified below. Please note that Server and Infrastructure Support has different response levels and resolution times from User and Software Support.

 

Server and Infrastructure Support

Please note that the server and infrastructure response and fix times set out below are during normal business hours (8am to 5pm) for clients with a standard 8×5 service agreement, and 24 hours every day for clients with a 24×7 service 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

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)

 

User and Software Support

Please note that the response and fix times for user and software (aka “desktop”) support set out below are during normal business hours (8am to 5pm) for all clients.

Priority Urgent (P1) High (P2) Normal (P3) Low (P4)
Hours Not available 8×5 8×5 8×5
Response 1 hour 2 hours 4 hours
Resolution 4 hours 1 day 5 days
Examples Outage affecting more than 1 user with impaired access to key systems 1 user with impaired access to key systems, system changes and additions, performance degradation issues User additions or removals, scheduled maintenance, non-urgent changes, information requests

SLA exclusions
The SLA does not apply:

  • During scheduled maintenance and scheduled changes
  • To issues relating to hardware failure, printers or BYOD hardware
  • 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)

 

Escalation

If you need to escalate any operational issue please contact one of our directors:

UK and Europe – Neil Bazley
SA and Africa – Vito da Silva