Service Level Agreement
Customer Acknowledgment
At Simply Personnel you can log a support call using our online service 24/7 or call through during business hours of 9am to 5pm.
Problem Classification
When logging a call with our helpdesk we will classify your call into one of the 4 categories shown in table below. Our experienced support staff deal with many queries and will be able to classify your call quickly so that it may be dealt with most efficiently. A unique call number will be issued to you so that you may check the status of your call at any time.
| Priority | Target Response Time | |
| 1 | Full System Down - The entire system is unavailable or un-useable. All users are affected. | 1 Working Day |
| 2 | Major Error – System is unavailable to one or more users, or a major area of functionality is functioning incorrectly. | 2 Working Days |
| 3 | Minor Error – A bug has appeared which is causing minor annoyance or the client requires clarification or guidance with using the system. | 4 Working Days |
| 4 | Client Query – The client reports a feature they would either like to see in the product or reports an area of the system which is behaving as expected but require clarification | N/A |
The Overall Support Experience
- When the help lines are busy, a message will be logged for a call back by the Helpdesk
- Under normal circumstances Helpdesk will acknowledge within an hour any message logged for a call back.
- Helpdesk will keep the client informed of progress on a regular basis.
- Once a call is logged, the customer will always have a qualified helpdesk technician investigating their problem.
- All helpdesk calls will be handled by telephone, email or post. Site visits are not included as part of the helpdesk service.