Maslow customer support Service Level Agreement
We are proud of our technology and aim to support our valued customers to get the best from their Maslow units. As our commitment to our customers we have adopted the following service levels for tickets raised via our support portal:
Urgent - response within 24 hours and resolution within 3 working days
High - response within 72 hours and resolution within 7 calendar days
Medium - response within 72 hours and resolution within 14 calendar days
Low - response within 72 hours and resolution within 28 calendar days
Tickets are given an appropriate priority as follows:
Urgent - loss of essential service such as DC lighting
High - loss of non-essential service such as energy time shifting
Medium - provision of service but issue present such as loss of communications
Low - non-service affecting issue or other query
Our support staff are available during business hours, that is 0900-1700 Monday-Friday excluding public holidays.
Last updated: 5 May 2015