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Any incident reported through approved channels will be acknowledged and reacted upon next business day (target reaction time). To accelerate the response to critical incidents, users recognizing a potentially critical or major incident are obliged to report this incident through dedicated emergency channels, allowing for a target reaction time of less than 60 minutes.

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Support Support

3 - Support

Support is provided via the IFCA Helpdesk ², which is the single point of contact for users for support requests and incident handling.

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In addition to resolving incidents, standard service requests (e.g. change or information request, documentation) will be fulfilled through the defined support channels in section "Support". Response and fulfilment times are provided as service level targets (see section "Service level targets").

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Service level targets Service level targets

4 - Service level targets

The following are the agreed service level targets for Services: 

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