Red Ant Coverage - Christmas Period 2025 – Red Ant

Red Ants UK office will be closed from Tuesday 23rd December at 5pm, reopening on Friday 2nd January 9am. During this time Red Ant coverage will be as follows.

Standard Red Ant Teams:

All project teams and standard working teams will be off on annual leave from Tuesday 23rd December 5pm until Friday 2nd January 9am. During this time there will be no coverage from these Red Ant teams until they return on Friday 2nd January 9am.

Red Ant Service Desk:

From Tuesday 23rd December 5pm until Monday 29th December 9am, Red Ant will be providing an Out-Of-Hours (OOH) service only during this time, which will be available for handling P1 incidents only 24/7.

From Monday 29th December 9am until Wednesday 31st December 5pm, Red Ant will be providing the following:

During standard UK office times of 9am-5pm;
- Monday 29th December - P1-P3 incident coverage
- Tuesday 30th December - P1-P2 incident coverage
- Wednesday 31st December - P1 incident coverage only
- NOTE - no service requests will be handled in this time and instead will be picked up on Red Ants' full UK office reopening on Friday 2nd January.
Outside of the above indicated times i.e. 5pm-9am Mondays to Fridays and all day Saturdays and Sundays, the standard OOH coverage for P1 incidents cover only 24/7 applies.

From Wednesday 31st December 5pm until Friday 2nd January 9am, Red Ant will be providing an Out-Of-Hours (OOH) service only during this time, which will be available for handling P1 incidents only 24/7.

Red Ant's UK office will be fully open again from Friday 2nd January 9am.

The following summarises how clients should review and clarify tickets internally before raising them with the Red Ant Service Desk, as well as Red Ant’s SLAs and incident-management processes.

How to assess and raise an incident

Incidents considered as a P1 must be raised by the client with the Red Ant Service Desk by calling the Service Desk support line on +44 1924 938 682 to ensure service levels can be achieved. Any supporting information for the P1 incident i.e. screenshots, recordings, documents etc can be provided via the Red Ant Service Desk Portal once the call to the Service Desk support line has been placed.

All other incidents must be raised via the Red Ant Service Desk Portal which will be triaged by the Red Ant service desk team and processed in accordance with the above.

Definition of Incidents and their associated service level:

Priority	Context	Service Level	Definition	Examples
Priority 1	High	Response time within 30 minutes Resolve within 4 hours Provide client update every 30 minutes	When the incident affects critical functionality for all, or majority of users, with significant impact to business and no reasonable workaround exists.	Impact All, or the majority of, end-users are affected and/or acutely disadvantaged in some way Using a business-critical tool within the platform is not functioning or entire app is down The platform is charging customer incorrectly during checkout Urgency The damage caused by the incident increases rapidly Work that cannot be completed is highly time sensitive A P1 can be prevented from becoming a major incident by acting immediately
Priority 2	Medium	Response time is within 2 hours Resolve within one business day Provide client update daily	There is a partial, non-critical loss of a service with a medium or low impact on the end-user, but primary functions continue as normal. Short-term workaround is available, but not scalable	Impact A moderate number of end-users are affected and/or inconvenienced in some way Individual users are unable to login or perform business-critical functions Data errors which do not affect business-critical functions (i.e. missing products) Urgency The damage caused by the incident increases rapidly Work that cannot be completed is moderately time sensitive
Priority 3	Low	Response time is within 4 hours Resolve within 3 business days Provide client update daily	Routine issue affecting individual/small number of users Acceptable work-around available	Impact A minimal number of end-users are affected and/or inconvenienced in some way Non-critical functions not operating as expected (i.e. search/filter is not working as expected) Urgency The damage caused by the incident only marginally increases over time Work that cannot be completed is not time sensitive

Additional Notes:

Incidents considered as a P1 by clients must always and only be raised with the Service Desk via phone call to ensure service levels can be achieved
Service levels for P1 incidents are 24/7
Service levels for P2 and below are within working hours of 9:00 – 17:00 GMT Monday – Friday (excluding public holidays)
Service levels are to be fulfilled within the outlined resolution periods. Therefore, incidents must be passed to the correct resolution team, including the required information within the response time to meet the agreed resolution period
The application should only be used on pre-agreed devices. Any issues relating to a specific device or version which is not outlined within the definition of done will be transferred to a service request
Service levels will be placed on “Pending” when resolution requires partners who are outside of Red Ant’s responsibilities to be called upon to support the resolution of the incident
Charges will be applied to the client if an incident is discovered to be caused by the client or a partner outside of Red Ant’s responsibilities
The following will not be considered an incident under any circumstances: Branding and copy updates, issues/defects which were agreed as non-blockers during UAT, trivial fixes which have no business impact

Where Red Ant can identify and illustrate a suitable work-around for an incident that is acceptable by all parties, then an incident (P1, P2 or P3) can be downgraded to a lower priority and actioned within the revised priority SLA.

Any P2 or lower incidents logged via the Red Ant Service Desk Portal that escalate into a P1, will need to also be raised by the client with the Red Ant Service Desk by calling the Service Desk support line on +44 1924 938 682, indicating that a ticket already has been logged for this incident and providing the ticket number and details for why this is now being escalated.

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