Our SLA Response and Resolution Times

We commit to the following response and resolution targets based on ticket priority:

Response Times (First Reply)

Resolution Times

Please note:

• Response time is measured from when the ticket is received to when an engineer first responds.
• Resolution time is the target for fully resolving the issue. Complex problems may take longer, in which case we'll keep you updated with progress.
• SLA times apply 24/7.
• These targets apply to issues covered under your support contract. Project work and out-of-scope requests are handled separately.

Still need help? Email support@edisonnetworks.net or call 0203 026 6317.