NetShield Support

HelpDesk

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Service Level Agreement

Response times

Our SLAs are based on response time, defined as the time between your request and our acknowledgment or engagement.

SLAs reflect response targets only and do not guarantee issue resolution within a specific timeframe, as resolution depends on issue complexity and severity.

Response time targets (business hours)
Priority 1

Critical

Widespread outage preventing critical business operations with no workaround.

Response30 minutes
Priority 2

High

Widespread disruption of normal operations, or limited users unable to perform a critical function with no workaround.

Response1 hour
Priority 3

Medium

Multiple users impacted by a minor issue with an available workaround.

Response8 hours
Priority 4

Low

Informal or non-urgent requests.

Response2 business days
Important: Priority 1 and Priority 2 requests require a phone call to the HelpDesk for SLA response times to apply.
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