From b0c771b87965e7555c77a8ae1c5f36a145163225 Mon Sep 17 00:00:00 2001 From: Neil Miller Date: Thu, 14 Mar 2024 08:41:14 +0000 Subject: [PATCH] Adding new support product --- sla.md | 33 +++++++++++++++++++++++++++++---- 1 file changed, 29 insertions(+), 4 deletions(-) diff --git a/sla.md b/sla.md index 5494c08..59c04dd 100644 --- a/sla.md +++ b/sla.md @@ -15,7 +15,7 @@ The service level window (SLW) is the time during which somebody will be manning A working day (WD) is a time unit comprising 8 hours of SLW time and may span multiple calendar days. -Base payment is the number of hours which must be pre-paid every month. +Base payment is the number of hours which are included with your base payment every month. Rollover is the amount of time from any given month that, if unused, can be used in the following month at no extra cost. @@ -31,7 +31,7 @@ Rollover is the amount of time from any given month that, if unused, can be used Maximum Rollover - Micro + Micro (Legacy) 0900 - 1700 GMT/BST* 1WD 5WD @@ -39,13 +39,37 @@ Rollover is the amount of time from any given month that, if unused, can be used 0 hours - Digital Agency Support + Digital Agency Support (Legacy) 0830 - 1800 GMT/BST* 1WD 3WD 10 hours 5 hours + + Essentials Tier + 0830 - 1800 GMT/BST* + 1WD + 3WD + 5 hours + 5 hours + + + Advantage Tier + 0830 - 1800 GMT/BST* + 1WD + 3WD + 20 hours + 20 hours + + + Premium Tier + 0830 - 1800 GMT/BST* + 1WD + 3WD + 72 hours + 72 hours + \* Excluding Saturday, Sunday and UK public holidays @@ -53,8 +77,9 @@ Rollover is the amount of time from any given month that, if unused, can be used ## Support channels * Client support portal: A web-based support portal at https://support.pie.co.de -* Email: Send email to support@pie.co.de, which will raise a ticket at support.pie.co.de +* Email: Send email to support@pie.co.de, which will raise a ticket at https://support.pie.co.de * 24/7 telephone: Call +44 (0)20 7873 2224 at any time and request a callback within SLW +* Instant message: Contact via a dedicated Slack channel for responses within SLW (Premium Tier only) ## Support request closure