Response Times

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.

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