Rapid Response provides faster Response Times (15 minutes) than any other Service Level offered by Adaptavist, particularly during Periods of Special Interest (PSI).
This is a restricted service. If you would like to enquire about this service, please create a ticket on our Customer Support Portal and ask to speak to a senior member of staff.
Rapid Response is available 24 hours a day, 7 days a week, 365 days a year with an average monthly usage of 12 man hours per Supported Item.
This Service Level accommodates unlimited, but not perpetual, Period of Special Interest (PSI) events during which all new Support Tickets must be assigned "P0 Blocker" Priority.
On the condition that the Client notifies Adaptavist when a PSI is in effect and uses the Support Hotline to alert Adaptavist to new Support Tickets, Adaptavist will guarantee the shortest possible Response Times and Issue Priorities.
At the end of a PSI, the Client will demote the Priority of any Support Tickets which do not require "P0 Blocker" Priority.
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