Our Service Level Statement
The Cobweb Service Desk provides a single
point of contact for all service related requests. Contact should
be made by designated Account Administrators only.
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.
Core Hours of Service
• 24/7 365 days a year
• UK Based Professional Service Desk
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.