To help ICTS service your request effectively, please ensure that you comply with the following prerequisites:
- Fulfil the fundamental customer responsibilities.
- Support requests must include accurate and complete information about the customer and the problem or request.
- Customers must co-operate with ICTS to resolve incidents, including providing diagnostic information, performing troubleshooting steps over the phone, and providing access to equipment and premises.
- Customers must respond to ICTS’s attempts to contact them by phone or email within five working days.
The online call logging service is available 98% of the time 24 hours a day, 7 days a week excluding official monthly maintenance windows.
|Service request||Service level target (working days)|
|Requesting support via the ICTS web site (automatically logged)||
|Requesting support via email||
|Requesting support via telephone (manually logged)||Responded to during the phone call|
|Visiting the customer’s premises||Visit within 2 days of having determined that the support request cannot be resolved over the phone|
Read the Core SLA FAQ for a detailed definition of Availability.