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collectionHQ <br /> Appendix 1 <br /> Service Targets <br /> Availability The collection HQ service will be available 99% of the time. <br /> Service Incidents The collectionHQ Support Team will seek to provide an <br /> initial response within 24 hours and a follow up within a <br /> maximum 48 hours to service incidents and thereafter <br /> regularly updated until a resolution is reached.All incidents <br /> must be raised initially via our Helpdesk by email to <br /> support@collectionHQ.com <br /> Non-Critical Enquiries The collection HQ Support Team will respond to non-critical <br /> enquiries within 3 days, deliver an answer within 10 days, <br /> and update status every 5 days. A non-critical inquiry is <br /> defined as a request for information that has no impact on <br /> the service quality if not answered or acted upon promptly. <br />