Self-help support is available 24 x 7 via support.mondra.com. Agent online support including webchat and ticketing queries will be available between 9am and 5pm GMT, Monday to Friday excluding national bank holidays in England.
Response and Resolution times
| Priority | Low | Normal | High | Urgent |
|---|---|---|---|---|
| Severity | No disruption to client work. Workaround is available | Temporary disruption to client work. Workaround is available | Disruption to critical processes affecting individual users. No workaround is available | Disruption to critical business processes affecting all users. No workaround is available |
| Urgency | Immediate resolution is not needed | Immediate resolution is not needed | Immediate resolution is needed | Immediate resolution is needed |
SLA Targets (business days)
| Response | Low | Normal | High | Urgent |
|---|---|---|---|---|
| 90% first response time | Same business day | Same business day | Within 3 hours | Within 1 hour |
| 80% resolution time | Within 2–6 weeks | Within 1–4 weeks | Within 5 business days | Within 1 business day |
Notice of disruption
Mondra will notify all users of downtime via email and through notifications in support.mondra.com. For scheduled maintenance, notice will be provided up to 1 week in advance. For unscheduled maintenance releases, notice will be provided before the day of the release.
Service Availability
99.5%
Service availability is provided by Mondra