• Support Hours: Helpdesk support will be available 24/5.
• Weekend and Holiday Support: Support for weekends (Saturday and Sunday), public holidays, or outside of the agreed operational hours will be available as per the terms outlined in the client SLA.

• All service requests or reported issues will be acknowledged within 1 business hour from the time the request is submitted.
• A notification will be provided to the requester, and the status will be updated in the ticketing system to ensure transparency and tracking.

• Service Level Reporting: A monthly performance report will be provided, detailing the response times, resolution times, and SLA compliance for the month.
• Monitoring Tools: The service provider will use a mutually agreed-upon ticketing system to track incidents, ensuring transparent and accurate reporting.

Simple Requests (P4):

• Simple tasks, such as user additions or basic administrative changes, will be completed within 1 business hour, unless the request requires special approvals or external dependencies.
• In cases where approvals or special processes are necessary, the requester will be informed of any delays and the expected completion time. 

Complex Requests (P3 or Higher Category): 

• Complex requests that require in-depth investigation, impact multiple systems, or involve integrations will be processed through the established procedures. 
• These requests will be subject to the Change Control and Compliance Guidelines to ensure proper tracking, risk management, and documentation. 
• The customer will be kept informed about the progress of these requests, with regular updates provided through the ticketing system. 

The customer will receive regular updates on the progress of their requests through the ticketing system.