Standard SLA
Australian National Phone:
1300 688 648
New Zealand:
+64 9887 1040
International Callers:
+61 3 8609 2100
Priority One – Critical:
Customer’s ability to conduct business has stopped because of a failure of the Managed Service or an item of Customer Managed Equipment which has a critical business impact
Examples: An item of Customer Managed Equipment that is hosting one of more of Customer’s Core Services is unavailable or unusable.
Priority Two – Urgent:
The Managed Service or an item of Customer Managed Equipment which has a serious business impact is seriously degraded but can continue its operation via a work-around or incremental resource for a short period of time before business stops.
Examples: Extremely slow system performance; network functionality becomes limited.
Priority Three – Major:
A failure in the Managed Service or an item of Customer Managed Equipment which has a moderate business impact causes access to a Core Service or other managed application to be lost by a single or small number of users, affecting significant business functionality. Problems or incidents where a work-around exists or can be developed with a small amount of incremental resources.
Priority Four – Ordinary:
Problem or incident where single users can operate Core Services and other managed applications activities normally, but a definite fault is identified.
Priority Five – Requests:
Any call from single users or site groups that are requesting a new service or some clarification on an existing service.
Example: Requesting a new user logon, printer setup or the meaning of a system message.
Otto Support reserves the right to adjust a case’s priority level.
To escalate an open support ticket to a senior support technician, please email the Service Manager at escalations@ottoit.com.au referencing your ticket number (e.g. #416090) explaining the reasoning for the escalation request.
