CLIN 0003 · Service
Technical support
Acknowledgement within two hours; ninety percent resolved within one business day and the remainder within five.
Acknowledged in 2 hours
86%
Rolling 30 days
Resolved in 1 business day
75%
Target is 90%
Open tickets
7
of 58 raised
Availability
99.97%
Trailing 90 days
Availability
Daily uptime over the trailing 90 days
| Period | Uptime |
|---|---|
| 8/15 | 99.98% |
| 8/22 | 99.98% |
| 8/29 | 99.98% |
| 9/5 | 99.98% |
| 9/12 | 99.82% |
| 9/19 | 99.99% |
| 9/26 | 99.98% |
| 10/3 | 99.98% |
| 10/10 | 99.99% |
| 10/17 | 99.97% |
| 10/24 | 99.97% |
| 10/31 | 99.98% |
| 11/7 | 99.98% |
One unscheduled interruption in the period, lasting under an hour. The service standard allows at most one unscheduled outage per year.
Standards met
Against the service commitment
Acknowledged within 2 hours86%/ 100%
Resolved within 1 business day75%/ 90%
Availability99.97%/ 99.9%
Contact routes
- Portal — this interface, 24/7
- Email — monitored during operating hours
- Telephone — for severity 1 at any hour
Severity definitions
What each level means and what it commits to
| Level | Applies when | Acknowledge | Resolve |
|---|---|---|---|
| Severity 1 — Critical | Platform unavailable, or publishing blocked across an entire region. | Within 1 hour | Continuous effort until restored |
| Severity 2 — High | Major function degraded; a documented workaround may exist. | Within 2 hours | 1 business day |
| Severity 3 — Moderate | A single account or feature affected; work can continue. | Within 2 hours | 1 business day (90%), 5 business days (remainder) |
| Severity 4 — Request | Question, account change, or enhancement request. | Within 2 hours | 5 business days |
Ticket queue
58 in the last 30 days
| Ticket | Subject | Severity | Raised by | Opened | Acknowledged | Status |
|---|---|---|---|---|---|---|
| TK-4216 | Listening query returning no results after edit | S3 | M. Okafor | 30h ago | In standard | resolved |
| TK-4227 | Report scheduling for monthly region package | S3 | W. Yamamoto | 41h ago | Pending | open |
| TK-4212 | Request access for a new site channel manager | S4 | B. Brennan | 3d ago | In standard | resolved |
| TK-4248 | Scheduled post did not release at the set time | S2 | J. Fitzgerald | 3d ago | In standard | resolved |
| TK-4245 | Approval notification not received by reviewer | S3 | N. Jordan | 4d ago | In standard | resolved |
| TK-4239 | Report scheduling for monthly region package | S2 | P. Ueda | 4d ago | In standard | resolved |
| TK-4226 | Approval notification not received by reviewer | S3 | P. Grant | 5d ago | In standard | resolved |
| TK-4251 | Bulk upload of media assets rejected | S3 | N. Kowalski | 6d ago | Late | resolved |
| TK-4213 | Credential re-authorization failed for a site page | S3 | W. Castillo | 6d ago | Late | resolved |
| TK-4241 | Credential re-authorization failed for a site page | S3 | D. Okafor | 7d ago | In standard | resolved |
| TK-4255 | Export of archived posts timed out | S3 | S. Castillo | 8d ago | Pending | open |
| TK-4234 | Listening query returning no results after edit | S3 | M. Pemberton | 9d ago | In standard | resolved |
| TK-4225 | Approval notification not received by reviewer | S1 | N. Brennan | 9d ago | In standard | resolved |
| TK-4206 | Listening query returning no results after edit | S3 | J. Eriksen | 10d ago | In standard | resolved |
| TK-4218 | Request access for a new site channel manager | S3 | D. Okafor | 10d ago | In standard | acknowledged |
| TK-4257 | Alt-text field not saving on image upload | S3 | F. Alvarez | 10d ago | In standard | resolved |
| TK-4222 | Request access for a new site channel manager | S3 | E. Lindqvist | 10d ago | In standard | resolved |
| TK-4231 | Request access for a new site channel manager | S3 | V. Moreau | 10d ago | In standard | resolved |
| TK-4254 | Alt-text field not saving on image upload | S3 | C. Ellison | 10d ago | In standard | resolved |
| TK-4247 | Credential re-authorization failed for a site page | S4 | D. Okafor | 12d ago | Late | resolved |
| TK-4236 | Scheduled post did not release at the set time | S3 | B. Grant | 12d ago | In standard | resolved |
| TK-4235 | Alt-text field not saving on image upload | S2 | C. Ellison | 12d ago | In standard | resolved |
| TK-4240 | Report scheduling for monthly region package | S3 | F. Alvarez | 12d ago | In standard | resolved |
| TK-4224 | Request access for a new site channel manager | S4 | G. Brennan | 13d ago | In standard | resolved |
| TK-4214 | Approval notification not received by reviewer | S2 | T. Grant | 14d ago | In standard | resolved |
Showing the first 25 of 58 tickets.
Service figures are simulated for demonstration