Eden Communications

Support Hours & SLAs

Applies to: Standard support for business customers unless your Order confirms otherwise.

Our Approach to Support

All support requests are handled directly by our team.

  • We aim to respond the same day as standard.
  • Onsite support is provided where required.
  • Clear and consistent communication is maintained throughout the lifecycle of any issue.

Service Levels

Service levels provided by Eden Communications are target response times only and are not guaranteed fix times.

Resolution times are dependent on third-party suppliers including carriers, infrastructure providers and software vendors. Eden Communications acts as the managing provider and will coordinate all activity required to resolve faults and service issues.

While we aim to resolve issues as quickly as possible, we cannot guarantee specific resolution times where third-party involvement is required.

1. Support hours

Standard Support Hours: Monday to Friday, 09:00–17:30 (excluding UK bank holidays)
Out-of-hours support: By agreement only (if included in your Order)

2. How to log a support request

Email: [email protected]

Please include:

  • Company name
  • Site location (if relevant)
  • Affected service / number(s)
  • Description of the issue
  • Best contact name and phone number

3. Incident priorities

Priority 1 (P1) – Critical
Total loss of a critical service affecting the business, with no reasonable workaround (e.g. internet down for a site, voice platform down, inbound/outbound calling not possible).

Priority 2 (P2) – High
Major degradation or partial outage affecting multiple users or key services, with limited workaround (e.g. intermittent connectivity, call routing partially failing, multiple users unable to work normally).

Priority 3 (P3) – Medium
Single user issue or non-critical loss of functionality where a workaround exists.

Priority 4 (P4) – Low / Request
General requests, changes, administration, adds/moves/changes, or non-urgent queries.

4. Target response times

  • P1: Within 1 business hour
  • P2: Within 4 business hours
  • P3: Within 1 business day
  • P4: Within 3 business days

5. Target update frequency

  • P1: Updates at least every 60–120 minutes while actively progressing
  • P2: Updates at least daily or as supplier actions are received
  • P3/P4: Updates as agreed, typically every 2–5 business days depending on complexity

6. Escalation route

If you believe your issue is not progressing appropriately:

  1. Reply to your open ticket email with subject: “Escalation – [Company] – [Ticket Ref]”
  2. Request escalation from the support engineer handling the ticket
  3. If required, escalation will be raised to senior management for review and prioritisation

We aim to acknowledge escalations within 1 business day (within support hours).