TC's Service Level Agreements set out how quickly we respond to and resolve your support tickets. Knowing how SLAs work helps you set expectations and route urgent issues correctly.
How SLAs work
Every ticket you submit is assigned a priority based on its business impact. Priority drives two timings:
- First response time: how quickly a TC engineer will acknowledge the ticket
- Resolution target: when we aim to have the issue resolved or a clear path forward
Priority levels at a glance
| Priority | Description | First response | Resolution target |
|---|---|---|---|
| P1 - Urgent | System down, multiple users blocked, business-critical | 1 hour | 4 business hours |
| P2 - High | Significant impact on a team or process | 4 business hours | 1 business day |
| P3 - Normal | Single-user issue with a workaround | 1 business day | 3 business days |
| P4 - Low | General enquiry, configuration request, or non-urgent | 2 business days | 5 business days |
Business hours are 8am to 5pm AEST/AEDT, Monday to Friday, excluding public holidays.
Response and resolution times shown are indicative. Check your support agreement for the SLAs that apply to your account.
How priority is set
TC sets priority based on business impact, not who shouts loudest. When you submit a ticket, tell us:
- How many people are affected
- Whether a workaround exists
- If there is a deadline or business event impacted
If you think your priority is wrong
Reply on the ticket and explain the impact. We will reassess and adjust if appropriate. For genuinely urgent issues outside business hours, call 1300 457 496 (option 1) for on-call support.
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