Support Services Policy | Vinters IT

Support Services Policy

At Vinters, our Support Services are designed to keep your business running smoothly, securely, and without disruption. This page outlines how we deliver support, the hours we operate, and the service levels you can expect.

Further detail regarding applicable contractual service levels, including any specific service level commitments or remedies, are defined within the Customer’s Master Services Agreement (MSA) and associated schedules. In the event of any inconsistency, the terms set out within the MSA shall take precedence.

Our Approach

We provide responsive, expert-led IT support backed by experienced engineers and proven processes.

Vinters shall use reasonable endeavours to deliver Support Services in accordance with this policy, ensuring a consistent, professional and timely service.

  • Rapid response to business-critical issues
  • Clear prioritisation based on impact
  • Proactive monitoring and escalation
  • Consistent communication from first contact through to resolution

Support Hours

We provide structured support to ensure you always have access to help when you need it:

Core Support Hours
Monday to Friday: 08:00 – 23:00
Excluding UK Bank Holidays

Critical & High Priority Coverage (Priority 1 & 2)
24 hours a day, 7 days a week, 365 days a year

Vinters shall use reasonable endeavours to provide Support Services within these hours and coverage windows.

Service Levels & Priorities

All support requests are prioritised based on their impact to your business.

Response and resolution targets are service objectives only and not guarantees. Vinters shall use reasonable endeavours to meet these targets.

Priority 1 – Critical

A complete loss of service, major outage, or serious security incident.

  • Response Time: 15 minutes
  • Target Resolution: 4 hours
  • Service Window: 24x7x365
  • Immediate engagement from senior engineers
  • Continuous effort until service is restored

Important:
Priority 1 incidents must be raised via telephone. Where an incident is initially raised via email or the customer portal, it must be immediately followed up by telephone to ensure prompt triage and response.

Priority 2 – High

Major functionality is impacted, with significant disruption to users or services.

  • Response Time: 30 minutes
  • Target Resolution: 8 hours
  • Service Window: 24x7x365
  • Rapid escalation to specialist teams where required

Important:
Priority 2 incidents must be raised via telephone. Where an incident is initially raised via email or the customer portal, it must be immediately followed up by telephone to ensure prompt triage and response.

Priority 3 – Medium

Partial service impact with a workaround available.

  • Response Time: 1 hour
  • Target Resolution: 2 business days
  • Service Window: Core Support Hours

Priority 4 – Low

Service requests, minor issues, or planned changes.

  • Response Time: 4 hours
  • Target Resolution: 5 business days
  • Service Window: Core Support Hours

How to Contact Support

You can access our support services through the following channels:

  • Email: Service Desk
  • Telephone: Direct support line
  • Service Portal: (where provided)

All requests are logged, tracked, and managed through our service management system. Vinters may rely on instructions provided by authorised Customer contacts when delivering Support Services.

What’s Included

  • Help desk support and troubleshooting
  • Remote technical assistance
  • Incident management and resolution
  • User administration and routine requests
  • Monitoring and alert response (where applicable)
  • Vendor escalation and coordination

Where possible, support is delivered remotely to ensure the fastest possible resolution.

What’s Not Included

Support Services are limited to systems and services within the agreed scope.

Vinters shall not be responsible for:

  • Unmanaged or unsupported systems
  • Issues caused by unauthorised changes or third parties
  • Customer-supplied hardware or software outside agreed scope
  • Projects, migrations, or major changes (handled separately)

Vinters reserves the right to charge for services outside the agreed scope.

Customer Responsibilities

  • Provide accurate and timely information
  • Nominate authorised contacts
  • Maintain appropriate system access
  • Follow guidance from Vinters engineers

Failure to meet these responsibilities may impact Vinters’ ability to deliver Support Services.

Third-Party Dependencies

Where services rely on third-party providers (including software vendors, infrastructure providers, and connectivity services), resolution times may be dependent on those third parties.

Vinters shall use reasonable endeavours to manage escalations and drive resolution, but cannot guarantee third-party performance.

Changes to this Policy

Vinters may update this Support Services Policy from time to time.

Any updates will be made available via the Vinters website and shall take effect upon publication.

Our Commitment

We are committed to delivering dependable, responsive IT support.

While we do not guarantee outcomes or resolution within fixed timeframes, Vinters shall use reasonable endeavours to meet all stated service levels and to minimise disruption to your business.