Service Level Agreements (SLAs) define how we respond to your issues and requests. They reflect our reliability, efficiency and confidence in the support that we provide.
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.
Standard Hours of Cover
- While many clients have extended and out-of-hours of support, our standard cover runs from 7:30 am to 6:30 pm (GMT/BST), from Monday to Friday, but excluding public holidays for England.
- Our monitoring service runs 24×7 and major issues are dealt with accordingly by our out-of-hours incident team.
- Our SLA timers run only during your agreed hours of cover.
- Our monitoring runs 24x7x365 regardless of your cover, so you can elect to increase cover for critical systems if you wish.
How We Work Out Priorities
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 Then Apply Our Priority Matrix As Follows:
|HIGH Severity||MEDIUM Severity||LOW Severity|
|HIGH Impact||Priority 1||Priority 2||Priority 3|
|MEDIUM Impact||Priority 2||Priority 3||Priority 4|
|LOW Impact||Priority 3||Priority 4||Priority 5|
Two Clocks Are Ticking...
We have two clocks (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.
The Goal Percentage
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|
Some Examples of Priorities
- Priority 1 – nobody can send or receive emails (everyone is affected, and a major business process is stopped)
- Priority 2 – Internet access for the whole company seems slower than usual (everyone is affected, and efficiency is degraded)
- Priority 3 – After the web browser has been upgraded for the company some of the shortcuts have disappeared (everyone is affected but there is an easy workaround)
- Priority 4 – Your computer is slow starting up in the morning, but everybody else is fine (your efficiency is lower but you’re the only person affected)
- Priority 5 – Someone is missing the shortcut everyone has to a shared folder, though they can save files to it by manually navigating to the folder (there’s a straightforward workaround, and only one person is affected)
Other Exceptions To Our Priorities
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.