The services are designed to be available and operational 24 hours a day, 7 days a week, and 365/6 days a year.
The Service Desk is available during the hours of 8:00am to 18:00pm, Monday to Friday, excluding Public Holidays.
Out of Hours
In the event that a Priority 1 (or total service loss) fault is still open at the end of a Working Day, ESS will continue to work on the fault outside of working hours.
If end user testing is required to validate the resolution or to assist with investigations and the customer representative is not available, the clock will be stopped and the fault will not be worked on outside normal Working Hours.
If a representative is available, then the contact details and methods of communication to be used out of hours will be exchanged between ESS and the representative at the end of the normal Working Hours period. The agreed Customer contact uses the Customer portal and email services as their primary communications channel, in the event of an Internet or email outage the agreed Customer contact may not be able to use the Customer Service Portal or email facilities, thus for incidents when those services are affected, it is recommended to use the telephone.