Generally, all incidents have a standard 12 hour agreed time-to-response unless otherwise stated in a Service Schedule, or Service Agreement.
Support Services
Customers may pay a service fee for the benefit of guaranteed service levels of support. Fixed price support provides higher levels of availability and response as shown in the table below
| Platinum | Gold | Silver | Bronze | |
| Client Device Support | 24 x 7 | 12 x 7 | 12 x 5 | 8 x 5 |
| Backend Support | 24 x 7 | 24 x 7 | 12 x 7 | 8 x 5 |
| Business Impacting Incident Response Time | 4 Hr Onsite | 4 Hr Response | 8 Hr Response | 12 Hr Response |
Incident Classification
| Priority | Response Time SLA | Description |
| Critical | 30 Minutes | This is an EMERGENCY condition that significantly restricts the use of an application, system or network to perform any critical business function. This could mean that several departments of your business are offline. |
| High | 2 Hours | The reported issue may severely restrict use of key devices in the network. This could mean that a single department is impacted but the overall network and servers are functioning. |
| Medium | 4 Hours | The reported issue may restrict the use of one or more features of the system, but the business or financial impact is not severe. |
| Low | 24 Hours | The reported anomaly in the system does not substantially restrict the use of one or more features of the product to perform necessary business functions. |
The Process
- Upon being notified of an incident, problem or change, RIGHTSIZE will immediately classify a Ticket based on the Ticket type and the Priority. RIGHTSIZE will then assign a Ticket number and will issue that reference number to the Customer. The Customer must use and quote that reference number in relation to any dealings with RIGHTSIZE in respect of that fault.
- After RIGHTSIZE’s First Response, RIGHTSIZE will provide a Resolution Plan and Resolve the issue in accordance with the appropriate Service Level specified above.
- When RIGHTSIZE has remedied the issue, it will notify the Customer that the Ticket is “complete”.
Service Level Guarantee
RIGHTSIZE shall, in accordance with the terms and conditions provided in the CSA and this service schedule, provide to the customer the following Response Guarantee.
| Guarantee | Target | Target | ||
| Priority | First Response | Resolution Plan | Resolved | Availability |
| Critical | 60 Minutes | 1 Hours | 4 Hours | 24×7 |
| High | 2 Hours | 4 Hours | 8 Hours | 24×7 |
| Medium | 4 hours | 8 Hours | 12 Hours | 24×7 |
| Low | 24 Hours | 36 Hours | 48 Hours | 24×7 |
| Target Completion* | 90% | 90% | 90% | – |
Service Target Uptime
We aim to provide our services to you based on the below availability targets in the following table.
| Service Type | Availability Target | Downtime P/Y |
| Data Centre Environment | 99.995% | 26.28 Minutes |
| Cloud Services Products (VDC Products) |
99.99% | 52.56 Minutes |
| Fibre Optic Products | 99.99% | 52.56 Minutes |
| Copper Products | 99.95% | 4.38 Hours |
| Other Internet Products | 99.8% | 17.52 Hours |
| Enterprise VoIP | 99.99% | 52.56 Minutes |