VMhosts SLA

We have you covered 24 hours a day, 7 days a week 365 days of the year. Our SLA is not just a response, you will be contacted by a technical engineer with the agreed response time.

Tickets can be raised via using

  • online portal
  • email
  • phone

All customers have access to our 24/7 telephone support for Service Down (P1) issues.

All support tickets are managed by our UK based support team. We pride ourselves on our communication skills, keeping you up to date with the information you need.

Our online support portal can be used to log new tickets and manage existing tickets. We have deliberately hosted this and all of our telephone systems externally to our Cloud infrastructure to ensure we can maintain communication with our customers at all times.

support-portal VMhosts SLA

VMhosts Online Support Portal

All of our services are covered by the same SLA. When logging a ticket, classification enables us to prioritise your issue and ensure it is correctly routed and handled.

Tickets are classified as either P1, P2, P3 or P4. A response means technical resource has been allocated to look at your issue. Response times are not guaranteed fix times

Ticket Priority Classification

Ticket Priority

Response Time

Priority 1 (P1) you are unable to use a service, that was previously operation, resulting in a critical impact on operations. P1 tickets include Server Down issues.

24/7/365 support Target response of 30 min; in any event within 2 hours*

Priority 2 (P2) The service is usable but is severely limited

Target response of 1 hour; in any event within 4 hours*

Priority 3 (P3) The service is usable with less significant features but not critical to operations

Target response of 2 hours; in any event 4 business hours*

Priority 4 (P4) The problem causes little impact on operations. P4 tickets include planned change requests

Target response of 4 hours; in any event 8 business hours*

*All tickets bust be raised by phone to guarantee a response time within the agreed SLA.

Escalation Process

As a CIF certified organisation we have a documented procedure for any escalation requests. If you have any concerns about the progress of your ticket please contact us and ask for the Support Manager.

 

Contact

Tel: 0203 8463 555 | 01223 919 254
E-mail address: sales@vmhosts.co.uk
Office Hours: 9am-5pm GMT

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