Service Level Agreements (SLAs) essentially represent our promise to deal with your ICT issues and requests within a given time frame. They show that we have an efficient and mature process for providing IT support and that you can have confidence in us.
Our SLAs depend on the agreed hours cover and the priority of your issue or request.
We can provide bespoke SLAs to suit your needs – extended hours of cover (24x7x365, weekends, public holidays), different speeds of response, priority, or cover for different types of equipment.
Our SLA timers also depend on the priority of your issue or request. When you raise a ticket with us, we make an assessment based on the information you have given us.
We let you know the priority we have assigned, but are happy to take extenuating circumstances into account, if you think we’ve got it wrong.
Priority is based on two factors: severity and impact.
We have twoclocks (timers) running on every ticket you raise.
These timers represent maximums – we generally come well within these time limits.
In certain circumstances we will put a clock on hold – for example when we are awaiting a response from you with further information or an approval for work that may have a temporary impact on you or your business.
Sometimes, with the best will in the world, and in spite of our best efforts, there are extenuating circumstances that mean the time limit is breached. This is exceptionally rare, but just to cover this we set a target “goal %”.
This is how many of your tickets we promise to achieve within the time limits. To date we are well above these targets for all our clients, of course.
|Priority||Example||First Response Within||Target Resolution|
|P1. Highest||A major fault or error that prevents all users from accessing the system or prevents the entire system from functioning. Everyone is affected.||30 Minutes||4 Working Hours|
|P2. High||A major fault or error that affects one or more applications, such as email is not accessible. Efficiency is affected.||1 Hour||1 Working Day|
|P3. Medium||A fault that affects part of an application or system but does not prevent the use of the system for example there is only 1 printer in the organisation and it is not accessible. Multiple people are affected.||4 Hours||2 Working Days|
|P4. Low||A fault that may prevent a function from working but there is an alternative and is an inconvenience, for example there are multiple printers and 1 printer is not accessible. Only you are affected.||8 Hours||3 Working Days|
|P5. Lowest||A shortcut you are used to is missing or you can’t access your bookmarks. Only you are affected.||8 Hours||5 Working days|
The following are exceptions to our priorities and timers in the above matrix:
- Paid workshop repairs – very often we’re dependent on supply of parts or arrangements with you for collections and returns, so we usually allocate a priority of 5 for these jobs.
- Quotes – we have no timers on these requests, but we do our best to be prompt and keep you fully up to date.
- Low priority admin requests – these have response times that match priority 4 but a resolve time of a priority 5. Generally we get plenty of advance notice and these requests are not urgent.