QNN SolutionsService levels
Agree response targets, coverage hours and a named escalation route before the service begins.
Priorities
Priority is set by business impact, not by how loudly it was reported. We agree the definitions with you during scoping so there is nothing to argue about at 9am on a Monday.
Critical incident response target agreed in your signed service schedule
Continuous until service is restored or a workaround is in place
High-priority response target agreed for your coverage window
Restoration target agreed for the affected service
User-support response target agreed in your service schedule
Planned against impact and available workarounds
Request handling time agreed during scoping
By the agreed date in the request
Targets apply within your agreed coverage window. Where a vendor, an ISP or a hardware supplier owns the fix, we manage the escalation and keep you updated — but we do not promise a resolution time we cannot control, and we say which is which in the ticket.
Coverage
Your working day, your time zone, Monday to Friday, public holidays excluded. The default. Suits most SMEs.
Early start and late finish, covering two time zones or a longer operating day. For teams spread across regions.
Round-the-clock response on P1 and P2, with an on-call rota and a named escalation contact. For systems where downtime has an hourly cost.
Escalation
If something is stuck, you should not have to find out who to chase. This ladder is in your agreement with names against it.
Logged, triaged and either fixed or routed within the response target.
Cloud, network, security or application specialist picks it up.
Owns anything unresolved past target, and tells you why.
Your named contact. Reachable directly, by name, without a ticket.
Reporting
Every month, in writing. If we miss a target, it appears in the report with the reason — we do not wait to be asked.
Your signed agreement sets the contractual response targets and coverage window. This page explains our priority model; it does not create a separate response-time commitment.
It appears in the monthly report with the reason, whether or not you noticed. Where a service credit regime applies, it is set out in your agreement.
On P1 and P2, yes, where the engagement justifies it. Round-the-clock cover on low-priority requests costs money and helps nobody, so we do not sell it.
You do, against the definitions above. If we think something has been mis-rated we will say so and explain why, but we do not quietly downgrade your tickets.
Tell us your coverage hours and what would count as a P1 in your business. We will come back with targets we can commit to.
Or write to info@qnnsolutions.com
