What are the response times for issues and fixes?

21 Jul 09

As part of the maintenance service agreement, you will be provided access to the Promax Support desk. The targeted response times are defined as ;

• For Urgent priority incidents we aim to respond within 2 hours.
• For High priority incidents we aim to respond within 1 day.
• For Normal priority incidents we aim to respond within 3 days.
• For Low priority incidents we aim to respond within 5 days.

Response time is the anticipated time taken by Promax to accept oral, written or emailed support requests from the licensee via the help desk, then acknowledge receipt and initiate work on the request with the goal of resolving the problem.