Service levels and response times
Learn more about our technical support team’s service levels and response times.
We want to ensure that all our customers get just the right amount of support for their technical issues.
In order to bring our customers the best possible services, our technical support team will serve you based on the severity of your problem and how much it has affected your organisation.
The degree to which a business operation is being impacted by an incident or service failure, and the availability of a viable alternative solution, is what defines the measure of its impact.
Low : There is an issue present that is not significantly affecting the client's capacity to conduct important business operations or production.
Moderate : Your services have partial disruptions but won't affect clients' ability to operate. Workarounds and manual processes are available.
High : The entirety of the company or critical business services are impacted, leaving no viable workarounds or manual processes available for use.
The severity of your problem is assessed and prioritised based on the level of impact it has, and the urgency of its resolution is determined accordingly.
Low : The issue is a component failure, malfunction, or minor degradation, which can be resolved by following the standard response protocol for scheduled work.
Moderate : There has been a failure or partial degradation of a component, and a prompt and standardised response is necessary to address the issue.
High : A critical issue has arisen, potentially causing the failure of a major system component. Immediate resolution is required to prevent further damage.
Our technical support
At Compass Consult, we always aim to ensure that our customers get the right amount of support throughout their journey with us. Our technical support team is always ready and willing to help you out with any issues related to Primavera P6 and other products.
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Service and support request rankings
Service and support requests will be prioritised and addressed according to the SL matrix below.
Note : Compass Consult measures response time from creating a written communication and assigning a priority. We prioritise requests based on the provided information, but incomplete requests get normal priority.
Interim fixes for critical issues are acceptable. Response times and notifications only apply during standard business hours.
At Compass Consult, we prioritise building strong relationships with our clients and delivering personalised solutions tailored to their unique needs. We also stay up-to-date with the latest technology trends and developments to ensure we're always offering the most cutting-edge solutions.
Compass Consult's payment terms vary depending on the scope and nature of the project. Payment terms are agreed upon before the start of the project.
Yes, Compass Consult works with clients of all sizes, from startups to large enterprises.
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