Service Level Schedule

Executive summary
This Service Level Schedule defines how Concept Data prioritises, responds to, and manages support requests across its service desk and engineering teams.
It is designed to provide transparency around response expectations, align client and operational expectations, and support consistent delivery across all support agreements.
This schedule is intended to be read in conjunction with applicable support agreements and forms part of applicable Support Agreements and does not override the terms of those agreements.

Service Level Schedule Scope
This document applies to all reactive support services delivered by Concept Data, including:

  • Fixed Cost Support Agreements
  • Hours Based Support Agreements
  • Ad hoc and time and materials support

It outlines how support requests are prioritised and the target response timeframes associated with each priority level.

Business Hours
Standard service delivery operates during Concept Data’s business hours:

7.30am to 5.00pm Monday to Friday, excluding South Australian public holidays.
Requests logged outside of business hours will be treated as received at the start of the next business period unless separate after hours support arrangements are in place.
All after hours services are chargeable and are not included within standard support agreements.

Support request logging
Support requests must be logged through Concept Data’s approved support channels to be eligible for response time targets.
Requests made via informal channels, including direct contact with engineers, may not be subject to defined response timeframes.

Priority framework
Concept Data uses a structured priority model aligned to operational impact and urgency.
All tickets are assigned a priority based on business impact, number of users affected, and the severity of the issue.
Concept Data reserves the right to adjust priority levels where required to ensure appropriate allocation of resources.

Priority and response matrix

Priority Description Example Scenarios Response Time Target
Priority 1
Critical		 Major outage affecting all users or a business critical system preventing normal operations Entire office internet outage, Microsoft 365 unavailable to all users, core server or line of business system offline,
All users unable to log in		 Within 1 business hour
Priority 2
High		 Significant issue affecting multiple users or a key business function Department unable to access shared systems, multiple users unable to send or receive email, VPN failure impacting remote workforce, key application unavailable to a team Within 2 business hours
Priority 3
Medium		 Standard user issue with moderate impact Single user unable to access email, application errors affecting one user, device performance issues, Intermittent faults Within 4 business hours
Priority 4
Low		 Minor issue or non urgent support request Printer issues, peripheral configuration, minor software faults, non critical configuration changes Within 6 business hours
Priority 5
Information		 General requests, access, or advisory support New user setup, licence changes, how to assistance and general enquiries Within 1 business day

Response time definition
Response times refer to the initial acknowledgement of a request and the commencement of investigation or engagement with the client.
Response does not imply resolution or restoration of service.
Response time targets apply only to requests logged through Concept Data’s approved support channels.

Response time conditions
Response times are target service levels under normal operating conditions and do not constitute a contractual guarantee or service level commitment.
Actual response times may vary depending on:

  • volume of requests across the service desk
  • complexity of the issue
  • availability of required resources or third party vendors
  • competing higher priority incidents
  • timely client availability and provision of required information
  • accessibility to systems, infrastructure, and environments

Concept Data is not responsible for delays caused by third party providers, client-side dependencies, or circumstances outside its reasonable control.

Prioritisation approach
Requests are triaged and prioritised using the following principles:

  • business criticality of the affected system
  • number of users impacted
  • severity of the issue
  • overall operational demand

Higher priority incidents may result in lower priority requests being delayed.

Escalation and major incident handling
For Priority 1 incidents, Concept Data will:

  • prioritise immediate investigation
  • allocate appropriate technical resources
  • engage relevant vendors where required
  • provide communication updates during the incident

Escalation paths are managed internally to ensure critical issues receive appropriate attention.

After hours support
Support outside of defined business hours is not included within standard agreements.
All after hours services are chargeable in addition to any applicable support agreement.
After hours work will only be performed where:

  • it is pre approved by the client, or
  • it is required to respond to a Priority 1 incident

After hours support applies outside standard business hours and is provided Monday to Friday between 5:00pm and 8:00pm, and Saturday to Sunday between 10:00am and 4:00pm. Coverage on South Australian public holidays is provided between 10:00am and 4:00pm.
Additional charges apply in accordance with Concept Data’s standard after hours rates. All applicable charges for after hours services are defined in the Concept Data Pricing Schedule.

Service limitations
This Service Level Schedule:

  • defines response expectations only
  • does not include resolution time guarantees
  • does not constitute a formal uptime or availability commitment
  • is not a substitute for proactive or managed service offerings

Concept Data is not responsible for delays or service impacts resulting from third party vendors, software providers, telecommunications carriers, or external service dependencies.

Relationship to support agreements
This schedule supports and complements Concept Data’s support agreements by:

  • providing operational clarity
  • aligning expectations across all clients
  • enabling consistent service delivery

Where any conflict exists, the terms of the applicable Support Agreement take precedence over this Service Level Schedule.