Infosec Partners Support Details

All support cases and change requests can be raised by sending an email to 24×7@infosecpartners.com​

For urgent P1 incidents please call directly on 0203 9061448 in the UK
or +44 203 9061448 when calling internationally.

Priority Matrix

1

Priority 1 - Critical

Production Environment is down, causing critical impact to business operations if service is not restored quickly. No customer work-around is available. Infosec Partners IT will commit substantial resources around the clock to resolve the situation.

Incident to be resolved or a work around in place within 1 hour.

2

Priority 2 - High

Production Environment is severely degraded, impacting significant aspects of business operations. No customer work-around is available.

Infosec Partners will commit full-time resources during business hours to resolve the situation within 4 Hours.

3

Priority 3 - Normal

Production Environment is degraded. Functionality is impaired, but business operations continue.

Infosec Partners will commit full-time resources during business hours to resolve the situation within 8 Hours.

4

Priority 4 - Low

Customer requires information or assistance on product capabilities, installation or configuration.
Request from Service Catalogue to be provided or a work around in place within 14 working days or the required date whichever is latest.

Contact us by post:

Group Headquarters: Infosec Partners Group, The Long Barn, Tufton Warren, Hampshire, RG28 7RH, England