Service Level Agreements (SLAs)
PingCo offers customised support as part of all our services.
The following response times are indicators for the level of support that will be provided as part of the contract. A response time is indicative of when the troubleshooting and resolution process will commence depending on the security level.
Custom levels of support are available. Please contact us for a quotation.
Level |
Example |
Response |
---|---|---|
1 |
|
2 hours |
2 |
|
4 hours |
3 |
|
8 hours |
Please Note:
Response times will not apply in the rectification of the issue if it is due to an action of either the customer’s staff, any third-party vendor or service supplier. Power loss and environmental disasters (flooding, storm damage, etc.) fall outside of the scope of this agreement and whilst we will endeavour to provide a premium level of support, SLAs are not applicable in these circumstances.