Guaranteed Response Time. 14.1 Other than response times in clause 14.2, any guaranteed response time we offer starts from the time you log a support request with us. 14.2 Where a guaranteed response time nominates that you should call us directly (for example for critical and high priority requests), the guaranteed response time starts from the time you talk to one of our support team and log the support request with them over the phone. 14.3 A guaranteed response time means we will have a suitably qualified technician respond to your request within the nominated response time to assess the problem and start working toward a resolution. It does not mean we will be able to fix the problem within the response time (some problems can take time depending on what has happened).
Appears in 2 contracts
Sources: Terms of Service Agreement, Terms of Service Agreement