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TI Rescue
TI Rescue
ti rescue

User Service . Level Agreements.

By continuing with the chat support, you agree to abide by the user response times outlined below.

Prompt response to the technician: The user commits to promptly responding to the technician providing the service in less than (5) minutes.

Provide the required information: The user commits to providing the technician serving them with the requested or required information to resolve the case in less than (10) minutes.

Availability: The user commits to be available for tests requested by the technician to solve the case in less than (5) minutes.

In case of breach of the established times, the technician will notify the user through the support chat and will attempt to communicate via the contact number. If, after the notification, the times are breached again or no response is received, the technician will close the case.

If more time is required to conduct tests or provide the requested information, the case will be closed and treated as an incident.

ti rescue

T.I-RESCUE Service Level Agreements.

SLA Response Times (Service Level Agreement) Depending on the type of request or query and the method used, we have minimum response times. These apply from Monday to Friday, 7:00 a.m. to 5:00 p.m. Technical availability is Sunday to Sunday, 7:00 a.m. to 9:30 p.m.

SLA Chat: Initial contact time with the technician is 10 seconds; the resolution time depends on the case's complexity and is addressed under the SLAs mentioned below.

Note: Chat times may vary based on the user's availability to be attended or to respond to the technician's follow-ups on the case.

SLA Support or Incident Requests:

  • High: This SLA is assigned when identified that 50% or more of the staff or users are affected. It has a maximum response time of 4 hours.
  • Medium: This SLA is assigned when identified that 20% or more of the staff or users are affected. It has a maximum response time of 3 days.
  • Low: This SLA is assigned when it is identified that it is not affecting the tasks of the staff or users. It has a maximum response time of 5 days.

SLA Requirement Requests:

  • High: This SLA has a maximum response time of 8 hours.
  • Medium: This SLA has a maximum response time of 3 business days.
  • Low: This SLA has a maximum response time of 5 business days.

The SLA for personnel onboarding or physical (hardware) review is 5 business days.

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