Support Ticket

Infocore Solutions uses high standards on support and information delivered. Support is provided through phone, e-mail and ticketing system and it is organised around 3 levels. A tracking system report will be enabled for better tracking of the issues. The incident levels can be found in the table below:

Priority Category	Access Method	Response Time	Resolution Time
Priority 1 – Major	Phone, Email, Ticketing	1 hour	1 business day
Priority 2 – Moderate	Email, Ticketing	4 hours	5 business days
Priority 3 – Minor	Email, Ticketing	24 hours	10 business days

SLA KPIs (Key Performance Indicators): Our issue response rates, where a work-around is provided for moderate and major issues, are minimal, while our resolution rates are:

• Major
  • 0.78 days
• Moderate
  • 1.8 days
• Minor
  • 7.25 days

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