XOctave ICT Maintenance & Support

Service levels

Committed, by severity

Response and resolution targets are written into the agreement, not implied. Every tier includes equal-or-better replacement units.

Severity 1 · Critical

Critical

10-20 min

Response time, 24×7

Coverage: 24×7
Workaround: 3-4 hrs
Permanent fix: 4-8 hrs
Loaner unit: Next business day
Replacement: Equal or better

Severity 2 · Major

Major

15-30 min

Response time, 5×8

Coverage: 5×8
Fix: 24-48 hrs
Replacement: Equal or better

Severity 3 · Standard

Standard

3 working days

Fix within, 5×8

Coverage: 5×8
Replacement: Equal or better

Ticketing

Every issue, tracked in one place.

The XOctave Service Desk, our in-house web platform, logs, tracks, and resolves every support case with real-time updates and priority tracking. Raise tickets yourself or let our team manage them for you.

It is also available as a standalone helpdesk for estates we did not build.

Client Portal Login Enquire About Maintenance Coverage

XOctave Service Desk 24×7

Severity 1 · live cover

Response: 10-20 min24×7 · 365 days
Workaround: 3-4 hrsPermanent fix 4-8 hrs
Loaner: Next business dayEqual or better

Open queue Committed targets

XO-SEV1 Critical · 24×7 coverage, response in 10-20 minutes Live cover

Logged Service desk
Response 10-20 min
Workaround 3-4 hrs
Permanent fix 4-8 hrs

XO-SEV2 Major · 5×8 coverage, response in 15-30 minutes Fix 24-48 hrs

XO-SEV3 Standard · 5×8 coverage, fix within 3 working days 5×8

Illustrative interface preview. Figures shown are AGQ’s published XOctave SLA commitments.

Client portal

Signing in to the Service Desk

The XOctave Service Desk is available to clients with an active maintenance agreement. Sign in at xoctave.my; your account manager issues credentials when coverage starts.

Already covered?

Sign in at xoctave.my. If you need a password reset, or an extra user added, the service desk can sort it.

Request portal access

Need to raise something urgently?

For a Severity 1 incident, call the office directly rather than waiting on email. That is what the 24×7 line is for.

XOctave: support that answers in minutes, not days.