Westcoast Support Service Level Agreement (SLAs)

Please see the below Service Level Agreements (SLAs) for Westcoast Support:


Normal working hours:

Monday-Friday 0900-1730 (excluding UK Bank holidays)


Response times:

Where a Service Request has been raised, Westcoast will define a priority level and this will dictate the response time as below:

O365/Azure Initial Response Times
Priority Response Time
Normal 4 Working Hours
High Priority (24*7*365)
1 Hour
Advisory/Consultancy Next Business Day

 

Updating tickets

After the initial response time, we aim to have an update at least once every 24 hours to begin with. However, as an issue under goes troubleshooting, this may be reduced to between one every 3 days or once a week due to complexity as it reaches escalation engineers and developers. This is more common for Dynamics and Azure issues. 

 

Resolving tickets
As Service Requests may be escalated to a Microsoft to resolve, Westcoast are unable to guarantee a resolution time with our SLAs.

 

What makes a ticket 'normal' or 'high priority'

To understand whether your issue is high priority or normal, please find the following article: https://www.wchelpcentre.co.uk/hc/en-us/articles/211418269-What-is-Defined-by-a-High-Priority-Service-Request-

High Priority Tickets

Requests for High Priority cases can only be initiated via a call to the Service Desk. 

 

Westcoast Skype for Business Platform

Westcoast Skype for Business Response Times
Priority Response Time
Normal 4 Working Hours
High Priority                  
2 Hours
Advisory/Consultancy Next Business Day

 

Westcoast Skype for Business Platform Case Updates  
Priority Response Time
All priorities Min. 1 update per working day

 


Westcoast Skype for Business Resolution Times

As Service Requests may be escalated to other parties to resolve, Westcoast are unable to guarantee a resolution time with our SLAs.


Additional Services Response Times

Where no direct vendor support is provided, a service request will be raised to Westcoast and handled as per the below SLA:

Attached Services Response Times
Priority                Response Time
Normal Next Business Day
License Requests Next Business Day

 

Attached Services Case Updates   
Priority Response Time
All priorities Min. 1 update per working day


Additional Services Resolution Times

As Service Requests may be escalated to a third party to resolve, Westcoast are unable to guarantee a resolution time with our SLAs.

 

 

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