Enterprise Service Level Targets

Our goal is to create a simple, but cohesive support progression for our customers to ensure they receive the best care possible.Within this document are our general guidelines for ticket submissions as well as escalation avenues for extenuating circumstances such as company-wide outages or other emergencies.

Service Level Agreement (SLA) by Issue Severity / Business Impact

Typical Scope of Impact (SOI)

Priority

First Touch (Assigned)

Time Between Replies

Change Request or Single User Issue

Medium

< 24 Hours

< 3 Hour

Group / Department

High

< 4 Hours

< 1 Hour

Entire Business

Critical

< 1 Hour

< 60 Minutes

Submitting a Ticket

For a complete list of support departments and to submit a ticket via web, go to https://www.portalnetworks.ca/supportIn order for our support teams to address issues as quickly as possible, we ask that you do your best to supply us with a detailed description of the issue you're facing. Such as:
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