Support and SLA

Support Channels

Primary support is provided through support@vardbemanningsguiden.se and ticket handling.

Critical incidents are escalated according to the operations priority matrix.

SLA Targets

P1 (critical): initial response within 4 business hours.

P2 (high): initial response within 1 business day. P3 (normal): within 2 business days.

Ownership and Escalation

Support owner handles first response and customer communication. Operations owner handles technical incident execution and status updates. Finance operations owner handles invoice, dispute, and credit-note issues.

P1 incidents escalate immediately to operations owner. Billing disputes affecting an open period escalate to finance operations owner on the same business day.

An incorrect BankID identity, denied access, or a disputed identity link can be submitted for human review. The CEO is accountable for ensuring that the case is handled. The separate initial human response target is three business days. This does not change the P1–P3 operational targets or statutory deadlines for data-protection rights.

Billing and Disputes

Invoice discrepancies are handled under documented dispute and credit-note procedures.

Financial adjustments must remain traceable and auditable.