Service Level Agreements

We take our service seriously. We have broken it down below for our customers to see what they can expect from us.

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.

Standard Hours of Cover

Support Hours

While some clients have extended and out-of-hours of support, our standard cover runs from 8:30 am to 6:00 pm from Monday to Friday, but excluding public holidays for England

Major Issues

Our monitoring service runs 24×7 and major issues are dealt with accordingly by our out-of-hours incident team

SLA Timers

Our SLA runs only during our agreement with you

Optional 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’s depend on the priority and urgency 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: Urgency and Impact.

Impact

Roughly, this is how many people are affected by the incident, e.g.

  • LOW – one person or small group of people affected
  • MINOR – department or large group of people affected
  • MAJOR – whole organisation is affected and not running at full capacity
  • CRITICAL – whole organisation is affected and running at zero productivity

Urgency

Again, roughly speaking, this relates to how disruptive the incident is, e.g.

  • LOW – there’s an easy and effective workaround, so this is more an irritation than a stoppage
  • MEDIUM – operational efficiency is degraded, but there is either a reasonable workaround or other members of the team are unimpeded
  • HIGH – the issue is critical and one or more major business processes are stopped
  • URGENT – the issue is preventing the whole business from operating

We Then Apply Our Priority Matrix As Follows:

Ticket Allocation

These are our priority levels and the timescales in which we aim to respond and resolve

Exceptions

The following are exceptions to our priorities and timers in the above matrix:

  • Repairs and installations – 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.
  • 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.

Escalation Process

To ensure best practice and to maintain our levels of service we have an escalation process, please refer to your account manager who will deal with this for you.

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