Your central point of contact for all service-related issues (Incidents), queries and requests is with the Databarracks Service Desk.
Your Account Manager can help with any commercial and contractual matters.
| Description | Service Desk |
| Hours of Support | Critical Incidents & Requests: 24 x 7 x 365 All other Incidents & Requests: 08:00 – 18:00 GMT/ BST Monday – Friday, excluding UK bank holidays |
| Contact Number | 0800 33 6633 Outside the UK? +44 (0) 203 1771 910 |
| Email Address | support@Databarracks.com (Critical Incidents or Requests should be telephone only) |
Our support response SLA is measured as the time it takes for a suitably qualified engineer to start investigating an issue. This applies whether the incident was raised by the customer or from an automated monitoring system. SLA measurement is paused while we are trying to reach the customer to authenticate a ticket.
| Priority | Maximum Response time SLA | Target Resolution Times |
| 1 – Critical | 30 minutes | Resolution work begins within 2 hours of notification |
| 2 – High | 1 hour | Resolution work begins within 4 hours of notification |
| 3 – Medium | 4 hours | Resolution work begins within 8 hours of notification |
| 4 – Low | 8 hours | Resolution work begins within 2 days of notification |
Our SLA is effective 24×7 for all Critical (P1) issues and requests. For priority 2 – 4 the SLA is effective Monday to Friday 09:00 – 18:00 excluding UK public holidays.
Please note our SLA commitments only apply to tickets logged through the Service Desk. Contacting technicians directly can result in a delay in service as they might be busy or out of office, and is excluded from SLA measurement.
| Priority | Impact |
| 1 – Critical | The Service is completely inaccessible |
| 2 – High | Operation of the Services is severely degraded which causes a serious business impact or material financial loss to the Customer |
| 3 – Medium | A low-impact Incident or non-essential features of the Service are impaired while most major components of the Service remain functional |
| 4 – Low | Errors that are non-disabling or cosmetic and clearly have little or no impact on the normal operation of the service |
It is our goal to provide you with the highest standard of service that assures you confidence in the security and continuity of your business. Our team are here to ensure the service meets those standards and are available at any time to answer any queries you have or issues you want to discuss.
Your Technical Specialist is the lead technician assigned to look after your service on a day to day basis. They will identify and resolve issues, and handle your technical queries and requests. Your Technical Specialist is backed by the wider technical team who will cover your needs if they are unavailable.
Your account manager is your Client Services representative. They will help you with any queries relating to billing and service cover and meet with you periodically to ensure the service is meeting your needs.
Databarracks has a robust ITIL-aligned Change Management process. But we understand many clients have their own Change Control processes and procedures in place. Databarracks will endeavour to align with customers’ Change Control policies at the points of interface with our services. It’s helpful for us to understand key elements of your Change Control policy. This lets us work effectively with your processes and procedures. For example:
To get the best possible service, please let us know when you are planning major changes, with as much notice as possible. The following kinds of requests and changes are important to notify us of in advance:
Customers will be informed at least 30 days in advance of a change to this online documentation.