Connect service levels
The numbers, side by side.
Response means acknowledgement by a qualified engineer, confirmation of severity, and diagnosis begun — an automated acknowledgement doesn't count. A summary; the service schedule governs.
SeverityBasicProfessionalEnterprise
Initial response time
1 — Production down4 business hours1 hour · 24/730 minutes · 24/7
2 — System impaired8 business hours4 business hours2 hours · 24/7
3 — Non-mission-critical3 business days1 business day4 business hours
4 — Guidance5 business days3 business days2 business days
The service
Coverage — Severity 1Business hours24/7/36524/7/365
Coverage — Severity 2Business hoursBusiness hours24/7/365
ChannelEmailEmail · portalEmail · portal · named contact
Severity 1 paging—YesYes
Root cause analysis15 business days10 business days5 business days
Corrections to N-1Security patches+ Severity 1+ Severity 1 & 2
Service credits (Sev 1 & 2)—YesYes
Achievement threshold90%90%95%
Business hours are 09:00–17:00 on a business day, in your principal operating time zone. Licences for proprietary Bondy modules, consulting, sizing, architecture and migration work are charged separately.