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- Target Estimated Time To Respond (TTR):
- For telephone, SMS, and WhatsApp: Within 2 hours during standard working hours (Monday to Friday, 8 am to 5 pm).
- For email: Within 4 hours during standard working hours.

2. - Estimated Time To Attend (ETA):

- Telephone, SMS, WhatsApp: An engineer or business analyst will start looking into the issue within 4 hours of receipt.
- Email: An engineer or business analyst will start looking into the issue within 8 hours of receipt.

3. - Estimated Time of Resolution (ETR):

- Standard Odoo Functionality Issues:
- - TTR: Within 8 hours.
  - ETA: Within 24 hours.
  - ETR: Within 48 hours.

4. - Customisation & Requests (non-critical):

- TTR: Within 24 hours.
- ETA: Within 3 business days.
- ETR: Within 10 business days.

5. - System Failures (critical):

- TTR: Immediate response.
- ETA: Immediate action to diagnose.
- ETR: Depends on severity, but maximum of 24 hours for resolution.