IT Support Contract Service Level Agreement
IT SLA Expectations, Service Request Prioritisation and Response Guidelines
Under your IT Support contract our IT Support Help Desk will use the following SLA guidelines when prioritising tickets and strive to begin working on them within the stated response time in the table.
777 Networks is one of the few companies to provide a service level agreement which contains targets not just for first response but also issue resolution goals.
In the real world we beat our targets for resolving issues in 96% of cases – the table below is designed to give a benchmark for reporting statistics, goals and user expectations setting.
The actual response time may vary depending on the volume of reported tickets, the availability of resources, and the thoroughness of the information provided. If a ticket cannot be resolved in the expected timeframe, the customer will be notified and provided with a revised estimated time of completion.
Escalation requests are considered on a case‐by‐case basis.
|Priority||Response Time||Estimated Resolution||Definition|
|1 CRITICAL||0-30mins||As quickly as possible; hopefully no more than two (2) hours, from the initial contact||A mission critical system/service is down/unavailable and no work around is available – All users Affected|
|2 HIGH||30-Mins – 1 Hour||As quickly as possible; hopefully no more than four (4) hours, from the initial contact||A mission critical system/service is down/unavailable, but a work around is available or the system is working slowly/partially – All users Affected|
|3 MEDIUM||1 Hour – 4 hours||One (1) business day, from the initial contact||A task, service, or individual is impacted and no work around is available|
|4 LOW||4 Hours – 8 Hours||One (1) business day, from the initial contact.||A task, service, or individual is impacted and a work around is available|
|5 WHEN CONVENIENT||1 – 2 Days||Next business day to (3) three days from the initial contact.||A task, service, or individual is impacted, but there is low/no impact on productivity|