SLA-SIL-25H: CMA SERVICE SUPPORT PACK 25 HOURS - SILVER - PRIORITY3
Covers the helpdesk support priority level 3,4 & 5 from Monday to Friday, 9am until 5pm. Helpdesk Response time in 24h. 25 hours Service Pack with a team of Color Management Experts and Application Specialists that will support your business by offering an outstanding service. Service Level Agreements (SLAs) essentially represent our promise to deal with your technical issues and requests within a given time frame. They show that we have an efficient and mature process for providing support and that you can have confidence in us. Additionally, you can track remaining time from your service pack from the "My Account" Section in our website.
How We Work Out Priorities
Our SLA timers also depend on the priority of your issue or request. When you raise a ticket with us, we make an assessment based on the information you have given us. We let you know the priority we have assigned, but are happy to take extenuating circumstances into account, if you think we’ve got it wrong.
Priority is based on two factors: severity and impact.