| Excerpt | ||
|---|---|---|
| ||
If you have a question, a request or problem that you think IT Services can help you with, here is a short guide as to different options and when you should use which. |
...
If you want to see what progress is being made on your ticket, you can look at your requests on Linaro's Service Desk.
Support Hours and SLA details
IT Services generally provides support during working days between 8:30 and 17:30 UTC. Those hours will adjust slightly as the UK goes into and out of daylight savings. So, for example, if the UK is in daylight savings, the hours will be 8:30 to 17:30 UTC+1.
There will be exceptions to those hours, e.g. IT staff taking vacation, public holidays, illness, etc.At all times, IT Services provides a best effort service. , but we will endeavour to maintain as normal and consistent a support window as possible.
Our support SLA is:
- First response to tickets within 14 hours for general issues (working hours as above).
- First response to tickets within 2 hours for degraded service issues (working hours as above).
- First response to tickets within 15 minutes for business critical issues (24/7).
- First response to tickets within 24 hours for all other issues (24/7).
We do not normally check the ticketing system or work email outside working hours unless with prior agreement, e.g. to provide support over a specific weekend during a high visibility release cycle.
Due to the wide variety of requests received by IT Services, we cannot commit to a time to resolution.
Service Status
You can view our Service Status page via http://dash.linaro.org/. You can subscribe via email, RSS, Twitter, iCalendar or status.io's HTTP POST webhook. This is done by clicking the "Subscribe" link on dash.linaro.org and choosing your preferred method(s).
...