A service agreement with TELCASTA gives you access to expert resources providing support for incidents, maintenance, consultation and additional development within a structured support framework.
+44 20 3879 4524 (UK)
Support
- Level of Cover
- Meet The Team
TELCASTA typically offers 1st, 2nd or 3rd level support services to a specific team or individual within the customer’s organisation.
TELCASTA operates +44 20 3962 0464 (UK), Option 4 UK time support service, Monday to Friday (including UK Bank Holidays).
Priorities
Service requests are assigned priority levels to ensure a response and resolution in a timely manner, and a level of response appropriate to the request’s urgency.
Deploy
Deploy the solution and handover to operational teams
Response times
As part of the service agreement, we will set out a series of Service Level Targets (based on the request’s priority) for which a response and a resolution is to be achieved.
| Priority | Response* | Resolution |
| Urgent | 2 working hours | 1 business day |
| High | 4 working hours | 2 business day |
| Normal | 10 working hours | 3 business day |
| Low | 10 working hours | 5 business day |
* A “response” is defined as the time between the support request raised by the customer (online, by email or by phone) and it being reviewed, categorised and assigned to a support resource.
The support function is part of TELCASTA Client Services, within the Operations department.