Our Service Level Statement
The Cobweb Service Desk provides a point of contact for all
service related requests.
The preferred methods of contacting us are via Control Panel or by
visiting our online support pages.
We can also be contacted by emailing us at support@cobweb.com or by
telephoning +44(0) 845 223 9000.
- 24/7 365 days a year
- UK Based Professional Service Desk
Core hours for Administrator Support: 08:00 – 18:00
(GMT)
- Available to two named administrators only
- Telephone support only available for Severity 1
incidents
Core hours for User Support: 08:00 – 20:00
(GMT)
- Account administration available to named administrators
only
- General service available to all users
All incidents or enquiries will be logged and we will aim to
respond and resolve enquiries within the below time
scales. Please note these are targets and not SLA’s as each
incident may have several elements to be investigated. On
contact please help us to help you, you will be asked for
information to identify you and may also be taken through some
troubleshooting steps to help us resolve your issues.
This will include, but not be limited to the following:
- Your name, business name and email address
- Your contact telephone number
- Details of your incident or service request, including the
business impact
- A case number if you are enquiring about an open issue
What you will receive from the Service Desk
- Incident Reference Number
- Assigned Severity Code
- Incident Owner
- Regular updates as to the investigations/outcome of your
enquiry
Severity Code Table
| Severity Code |
Business Impact |
Target Response Time |
Target Resolution Time |
| 1 |
An unplanned incident causing loss of
service to multiple Users in Multiple businesses/locations
Designated Priority User unable to work |
1 hr |
2 hrs |
| 2 |
Individual User unable to work
Reduced functionality causing severe disruption to the completion
of business critical tasks |
2 hrs |
4 hrs |
| 3 |
User experiencing a problem
Reduced functionality causing some disruption to the completion of
business critical tasks |
4 hrs |
8 hrs |
| 4 |
Non-urgent query or request
Reduced functionality resulting in minimal impact to Users |
1 day |
5 days |
| IMAC |
Chargeable service request for
Installations, Moves, Additions and Changes (E.g. Professional
services and any customer specific enquiry not relating to a
fault.) |
2 days |
As agreed
with user |
You will also have the ability to resolve common issues by
accessing our detailed online Knowledge Base Knowledge Base
Also for details of any planned or unplanned
service outages, please log onto our live service status
pages.