As mentioned in the previous communications we still offer a 24/7 “On-Call” enhanced SAFEcommand support and maintenance service.
This service will run outside of our normal business hours (including during English Public Holidays):
- Monday 17:00 – 09:00 Tuesday
- Tuesday 17:00 – 09:00 Wednesday
- Wednesday 17:00 – 09:00 Thursday
- Thursday 17:00 – 09:00 Friday
- Friday 17:00 – 09:00 Monday
The 24/7 “On Call” service will be available for Priority 1 issues affecting frontline services (issues in Gateway, VMDS/ScResponse, or issues with other Airbus products that affect VMDS/ScResponse).
Customers signing up to the 24/7 support and maintenance service will also benefit from a Restoration service level to accompany the Response service level within the current Airbus SLA.
|Priority 1||4 hours||1 day|
|Priority 2||4 hours||2 days|
|Priority 3||4 hours||Reasonable endeavours|
Please note that only Priority 1 support calls will be included within the 24/7 service. Priority 2 and 3 support calls will be subject to Airbus’ normal business hours.
Response = Response from second line support team.
Restoration = Restoration of service (this would vary by product, see examples below).
Priority 1 = Critical faults that cause a complete loss of system availability or the critical functionality of that system, or leads to the observable decline of the system’s overall performance.
Priority 2 = Major faults that cause a prolonged or repeated disruption to the use of the system(s), or a fault that may lead to the observable decline of the system’s overall performance.
Priority 3 = Minor faults that do not have a disrupting effect on the system(s) use or overall performance, as well as covering where a suitable workaround is in place, customer queries, and any other requests.
If you are interested in this enhanced level of support or would like to request indicative pricing, please contact Kelly.firstname.lastname@example.org.