TriSys Premiere Support Severity 1 Incidents

For Severity 1 incidents during normal working hours we would encourage you to telephone us. This will ensure immediate attention and reduce delay. If outside of these hours, the web based TriSysConnect is the method of requesting immediate attention.

When you encounter a Severity 1 incident, we realise that there may be a severe impact to your business and will provide continuous progress of the incident where possible.

To ensure continuous work and focus on the incident we will require you or your technical team to be available to provide documentation and assistance. Together we will establish a mutually agreed upon level of effort to ensure an acceptable level of service is obtained. If applicable we will negotiate an adjustment to the Severity level with you based on the accepted level of service required.

Should there be a need to contact TriSys for a severe problem outside of normal office hours, TriSysConnect can be used by designated named customer contacts to alert the support department to escalate the incident. There is a charge of £125 for each incident reported outside of office hours.

Upon notification (SMS text, pager, e-mail), TriSys support staff will escalate the problem to the appropriate technician to contact the named customer directly to assist in a full diagnosis. TriSys and the customer will then agree a course of action for resolution of the problem. All out of hours work undertaken by TriSys staff will be charged at £125 per hour.