Priority 1 – 30 minute response.
Priority 2 – 4 hour response.
Priority 3 – 8 hour response.
A response is constituted as any email/phone call from VIA in relation to the ticket that has been raised.
Response times are carried forward to the next business day (I.e. if a ticket is raised 6pm UK local time, the response is not expected until 12pm the next business day for a priority 2 case).
A response time is not an indication of a timescale to a resolution or fix to the issue.
The times are given as a guide and do not guarantee a response from VIA.