Service & Support
Systemik Solutions operates a business hours Service Desk based in our Sydney office.
Standard email and online support is available between 9.30am and 5pm on business days. Qualified support engineers respond to all support enquiries.
Service Level Agreement
Systemik Solutions’s Service Level Agreement provides guaranteed service levels for these items:
- Priority 1 Support Response: 4 hours
- Priority 1 Support Resolution: 8 business hours
- Priority 2 Support Response: 8 business hours
- Priority 2 Support Resolution: 16 business hours
Priority 1 Incident / Event Definition:
System or service is interrupted. Business processes cannot use it. There is no alternate way of working.
Priority 2 Incident / Event Definition:
Performance of systems or services has been degraded. Business processes are affected, can complete their work less effectively.