Support in Case of Incidents

TAGGRS will respond to support requests, service-related incidents, and/or other submissions within the following time frames:

Major Incident – An issue classified as a major incident will be resolved within 2 hours during office hours and within 8 hours outside office hours. A major incident refers to a complete outage of the Service or when more than 50% of users are unable to log in.

High Priority Incident – An issue classified as high priority will be resolved within 4 hours during office hours and within 24 hours outside office hours. High priority incidents include significant performance problems or when core functions of the service are unavailable for more than 50% of users.

Low Priority – An issue classified as low priority will be resolved within 8 hours during office hours and within 72 hours outside office hours. Low priority incidents refer to when individual components are not working for less than 50% of the users.

If the urgency of the request is not specified, it will be treated as a low priority request. Contact is typically made via email. Telephone contact is sought in exceptional cases, where it contributes to the rapid resolution of the incident.