Service Level Agreements

Please see below for details about SLA options:

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VIP SLA

Full telephone support and lightning fast fix times

Service Description Priority Response Time Fix Time
Tel / Email / online assistance 1 5 minutes 1 hours
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

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
Email / online assistance 3 160 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.

If you’re a customer who was previously on the Premium SLA, you have been moved to the Standard SLA. The reponse and estimated fix times have not changed. This is simply a name change.

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