Service Management
 
Effective support of client services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
 
 
Service Availability
 
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
 

• Live Chat: 24 hours

• Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday

  • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
     

• Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Sunday

  • Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
     

• Onsite assistance: Available within 72 hours during the business week

 
Service Requests 
 
IDS will respond to service related incidents and/or requests within the following timeframes:
 

• 0-4 hours (during business hours) for issues classified as High priority.

• Within 24 hours for issues classified as Medium priority.

• Within 5 working days for issues classified as Low priority.