Service Levels and Support
24x7 Service Desk Support
Our Service Desk operates 24 hours a day, 7 days a week, providing support for connectivity-related incidents and service requests.
Contact details - ags.itservicedesk@getronics.com / Tel – 01672-288568
Engineer Response
Where on-site engineering support is required, an engineer will be made available within one business day following diagnosis of the issue and agreement that a site visit is necessary.
Please note that these service levels and support arrangements apply only to IT services supplied by AGS Airports.
Any issues relating to services not provided by AGS Airports should be directed to your own IT Department or Managed Service Provider (MSP).
Service Levels – the following are contracted with our Managed Service Provider:
|
Priority |
Resolution Time |
Response |
Update |
|
1 |
2 Hours |
15 minutes |
30 minutes |
|
2 |
4 Support Hours |
30 minutes |
60 minutes |
|
3 |
8 Support Hours |
1 hour |
24 hours |
|
4 |
24 Support Hours |
2 hours |
None |
|
5 |
40 Support Hours |
4 hours |
None |
|
Criticality |
Service Cover Hours |
RTO |
RPO |
P1 |
P2 |
P3 |
P4 |
P5 |
|
|
|
|
|
|
|
|
|
|
|
Critical |
24 x 7 x 365 |
2 hours |
4 hours |
✓ |
✓ |
✓ |
|
|
|
High |
24 x 7 x 365 |
4 hours |
8 hours |
✓ |
✓ |
✓ |
✓ |
✓ |
|
Medium |
24 x 7 x 365 |
8 hours |
24 hours |
|
|
✓ |
✓ |
✓ |
|
Low |
24 x 7 x 365 |
24 hours |
72 Hours |
|
|
|
✓ |
✓ |
Payment Terms and Charges
Set-Up Charges:
The set-up charge will be invoiced once the service has been fully implemented, tested, and formally accepted by the Customer.
Annual Service Charges:
Ongoing service charges may be invoiced either quarterly in advance or annually in advance, as agreed between the parties.
Payment Terms:
All invoices are payable within thirty (30) days of the invoice date.
Get in touch
We would be delighted to discuss your operational or commercial IT requirements. Please contact our IT Commercial Team at: it.commercial@agsairports.co.uk