VIP SLA
Full telephone support and lightning fast fix times between 8:30am & 6pm GMT, Mon- Fri.
| Service Description | Priority | Response Time | Fix Time |
|---|---|---|---|
| Tel / Email / online assistance | 1 | 5 minutes | 1 hour |
| Tel / Email / online assistance | 2 | 10 minutes | 2 hours |
| Tel / Email / online assistance | 3 | 15 minutes | 3 hours |
| Onsite Assistance | 1 hour | Dependant |
STANDARD SLA
Available between 8:30am & 6pm GMT, Mon- Fri.
| Service Description | Priority | Response Time | Fix Time |
|---|---|---|---|
| Tel / Email / online assistance | 1 | 30 minutes | 4 hours |
| Tel / Email / online assistance | 2 | 80 minutes | 12 hours |
| Tel / Email / online assistance | 3 | 160 minutes | 3 working days |
| Onsite Assistance | 3 hours | Dependant |
24×7 SLA
Around the clock support, 365 days a year.
| Service Description | Priority | Response Time | Fix Time |
|---|---|---|---|
| Tel / Email / online assistance | 1 | 30 minutes | 4 hours |
| Tel / Email / online assistance | 2 | 60 minutes | 12 hours |
| Tel / Email / online assistance | 3 | 120 minutes | 3 working days |
| Onsite Assistance | 3 hours | Dependant |
Response times are guaranteed and fix times cannot be guaranteed as every issue is different (the above is simply a guide). However, we work on issues as quickly as possible and over achieve with all our SLAs.
Priority Definitions
Priority 1
This is the highest priority available, and should only be assigned for very serious incidents relating to part of the core infrastructure or services:- Prevents the effective use of any major service
- Seriously affects a substantial number of computer users
- Implies a serious breach of security
- Has serious implications for the reputation of the customer
- In the opinion of the IT Help Desk Supervisor/Manager, is serious and requires immediate attention
- Occurs during a busy/critical period
Priority 2
This represents a serious incident, and should be assigned relatively infrequently:- Prevents the effective use of any service and affects a substantial number of computer users
- Causes inconvenience to a substantial number of computer users
- Has possible implications for the reputation of the customer
- Has very serious implications for an individual user
- In the opinion of the IT Help Desk Supervisor/Manager, warrants this priority
Priority 3
This represents a “typical incident”, and should be the most frequently assigned priority.- Prevents the use of any fully supported service by an individual
- Causes inconvenience to a small number of computer users
- Has possible implications for the reputation of the customer