How long does it take you to respond to my ticket?

BaseHost prides itself on delivering fantastic customer service experiences in every interaction we have.

To ensure we are dealing with requests and problems in the most equitable and appropriate way, our support team prioritise their efforts based on the follow classification system:

  • Priority One - Critical: The ability to conduct business or service the customer has stopped.Examples: Server down, Network down, Web Hosting down for a whole company 
  • Priority Two - High: Service is seriously degraded but can continue its operation via a work-around or incremental resource for a short period of time before business stops.Examples: Extremely slow system performance, network functionality becomes limited or has a “bug”. 
  • Priority Three - Medium: Service is lost by a single or small number of users, affecting significant business functionality. Problems or incidents where a work-around exists or can be developed with a small amount of incremental resources. 
  • Priority Four - Low: Problem or incident where single users can operate the system activities normal, but a definite problem is identified. 
  • Priority Five - Request: Any call from single user or site groups that are requesting a new service or some clarification.Example: requesting a new user logon/computer, printer setup, meaning of a system message,

Managed Services worked is covered within Priority Five (Requests). Requests are actioned based on the order they were received. We generally aim to process requests within 48 business hours of receiving them (this is the SLA time for requests) and quite often get them started a lot sooner. Once started, we aim to have them completed quickly. In the most part, this is possible if we have a clear instruction but sometimes it takes a couple of interactions with you to clarify a request before we can proceed and complete it.

As Managed Services have a time-based component associated to them, our support agents record how much time is spent on each ticket so you can keep track of how much you've used in a given month.

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