Understanding Nomad Internet’s Support Response Times and Service Level Agreement (SLA)
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Questions and Answers

What is the maximum requester wait time for low-priority inquiries?

  • 8 hours
  • 12 hours (correct)
  • 24 hours
  • 4 hours

    • What is the scheduled frequency for regular updates during a low-priority inquiry?

  • Every hour
  • Every 4 hours (correct)
  • Every 6 hours
  • Every 2 hours

    • Which of the following is NOT classified as a low-priority inquiry?

  • Service information
  • Urgent technical difficulties (correct)
  • General account management
  • Guidance on optimizing your connection

    • How long does Nomad Internet aim to resolve a low-priority inquiry?

    <p>Within 12 hours</p> Signup and view all the answers

    What is the first reply time for low-priority inquiries?

    <p>4 hours</p> Signup and view all the answers

    What is the first reply time for urgent inquiries?

    <p>1 hour</p> Signup and view all the answers

    What is the maximum request wait time for a high-priority inquiry?

    <p>8 hours</p> Signup and view all the answers

    How often does the support team provide updates for normal inquiries?

    <p>Every three hours</p> Signup and view all the answers

    Which priority involves critical outages or severe service disruptions?

    <p>Urgent Inquiries</p> Signup and view all the answers

    For a high-priority inquiry, how long does the team aim to resolve the issue?

    <p>8 hours</p> Signup and view all the answers

    What is the pausable update time for urgent inquiries?

    <p>1 hour</p> Signup and view all the answers

    Which of the following inquiries is categorized as normal?

    <p>Questions about service performance</p> Signup and view all the answers

    Which urgency level has the longest requester wait time for resolution?

    <p>Normal Inquiries</p> Signup and view all the answers

    Study Notes

    Nomad Internet Service Level Agreement (SLA)

    • Urgent Inquiries:

      • First reply time: 1 hour
      • Pausable update time: 1 hour
      • Requester wait time: 6 hours
      • Priority: Critical outages, severe service disruptions, high-impact problems
      • Rapid response and hourly updates until resolved

    • High-Priority Inquiries:

      • First reply time: 2 hours
      • Pausable update time: 2 hours
      • Requester wait time: 8 hours
      • Priority: Service-impacting, but not completely disruptive (e.g., slower speeds, minor drops)
      • Prompt attention with bi-hourly updates, aim for 8-hour resolution.

    • Normal Inquiries:

      • First reply time: 3 hours
      • Pausable update time: 3 hours
      • Requester wait time: 10 hours
      • Priority: Service performance questions, troubleshooting, account-related concerns (not time-sensitive).
      • Reasonable response within 10 hours with tri-hourly updates.

    • Low-Priority Inquiries:

      • First reply time: 4 hours
      • Pausable update time: 4 hours
      • Requester wait time: 12 hours
      • Priority: General account, service info, optimization guidance.
      • Focus on providing information with four-hourly updates within 12 hours.

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