Service levels and user satisfaction

• Does e-LfH guarantee a certain level of service for its platform?

  • We aim to achieve 100% scheduled uptime with the platform.

    Whenever system maintenance is required, we will give as much warning as possible.

    Check the current Service Status here.

• Does e-LfH guarantee a certain level of support for the users of its service?

  • The support team has in place a number of service level agreements which set standards for query resolution times.

    The majority of support requests concern password resets, registration enquiries and general support using the systems.

    For these three areas, you should expect your enquiry to be resolved within 8 working hours. The clock on those 8 hours begins when you send in your enquiry. However, the clock is stopped at 5:00pm and resumes at 9:00am the following morning during a normal working week (Monday to Friday).

    For example:

    • If you send an enquiry at 9.00 am on Friday morning, your enquiry should be resolved by 5:00 pm on Friday afternoon.
    • If you send an enquiry at 2:00 pm on Friday afternoon, your enquiry should be resolved by 2:00 pm on Monday afternoon.

    To resolve a query contact the support team via the Support site.

    Further assistance is also available via Live Chat.