Response & Resolution Time
Overview
For all support tickets, we have contractual or internal SLA targets. Here we want to share with you how we calculate SLA time.
Response Time
Response time – The time, after which Noventiq team starts to work on the ticket, as defined by the present agreement. Response time counts from the time the ticket is registered to the time the Noventiq team starts works toward ticket fulfilment. The response time is calculated within the working time, this means it may be extended to the next working period. The response time does not include the time when the ticket is put on On hold status.
An On Hold Request Status is set in the following cases:
- For the time of waiting for the Customer's user answer
- For the time of visits (additional visits) to the Customer's premises for resolving the request
- For not working day (except in cases when technical support is provided 24/7)
- For time extension, that was agreed with the Customer
- For the time of waiting for additional information from software and hardware vendors and service centers
Resolution Time
Resolution time – the time, during which a ticket will be resolved. It is calculated from the moment of the request registration to the moment when the request status becomes Resolved (a state at with Noventiq has completed their responsibility for an incident or request). The resolution time does not include the time when the request is put on On Hold status.
An On Hold Request Status is set in the following cases:
- For the time of waiting for the Customer’s answer
- For the time of visits (additional visits) to the Customer’s premises for resolving the request
- For not working day (except in cases when technical support is provided 24/7)
- For time extension, that was agreed with customer
- For the time of waiting for additional information from software and hardware vendors and service centers
Resolution SLAs do not apply for those cases that are escalated to vendor technical support, hardware vendors, Internet Service Provider (ISP), cloud platform provider, or third-party vendors, as well as connected devices/resources that are outside of the Noventiq support scope as described in this Service Description.