We are dedicated to delivering transparent and fair support services, rigorously documenting the time dedicated to each support case within a structured time capture framework. Our method ensures accurate recording of the time spent on addressing and resolving incidents, with a minimum allocation of 10 minutes. This process recognises the effort involved in all interactions, ensuring equitable and consistent accounting for both short and extended engagements.

• Unanswered Calls: Should a call to address an incident remain unanswered, we do not record time for that attempt, reinforcing our commitment to effective and productive engagement.

• Initial Response Calls: Response calls to tackle incidents are logged with a minimum duration of 10 minutes, regardless of whether the actual time is shorter. For example, a call lasting 7 minutes will be documented as a 10-minute interaction.

• Resolution Work: Efforts to resolve incidents are rounded-up to the nearest 10-minute block. As such, activities lasting between 16 and 30 minutes are registered as 30 minutes. This includes thorough analysis, diagnosis, and the crafting of solutions, ensuring all aspects of the resolution process are fully captured.

Incidents are placed “on-hold” while awaiting further updates or confirmations from the requestor.

• Should an incident remain “on-hold” for 3 days, we initiate a follow-up through an official “chase” email to the requestor for additional information or to confirm resolution.
• Incidents “on-hold” for 5 days without updates will be closed, subject to reopening if the issue persists. Exceptions are made if the requestor is on annual leave.

For detailed insights, please refer to our Support Terms & Conditions.