Support Level Agreement
We want to explain how we’ll help you when you need support. There are three milestones – when we first respond to you, when we investigate and put a plan in place to fix the problem, and when we finally fix the problem.
We promise to work hard to meet these milestones as quickly as we can. We don’t want to waste your time, and we know how important it is to solve problems fast.
Our SLA makes sure we’ll work hard to help you when you need us. Thanks for trusting us! We’ll do our best to support you
Response Times
(Please note all times scales are in working hours / days)
| STATUS | FIRST RESPONSE | RESOLUTION PLAN | RESOLUTION |
|---|---|---|---|
|
CRITICAL |
30 MINUTES |
45 MINUTES |
1 HOUR |
|
URGENT |
1 HOUR |
1 1/2 HOURS |
2 HOURS |
|
STANDARD |
2 HOURS |
4 HOURS |
8 HOURS |
|
CHANGE |
4 HOURS |
8 HOURS |
16 HOURS |
|
TARGET % |
99% |
97% |
95% |
Definitions
| STATUS | DESCRIPTION | ||
|---|---|---|---|
|
CRITICAL |
Loss of service issue affecting the majority of users example: server down, internet down, phones down, network down, key application down. |
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|
URGENT |
Loss of service issue affecting some users example: service down, internet slow, phones intermittent, network issues, key application issue. |
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|
STANDARD |
Less serious issue affecting fewer users or a single user example: PC down, backup malfunction, application down, degraded performance, printing issues. |
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|
CHANGE |
User guidance, change requests example: setup new user, configure new printer, set up Out of Office, website isses and updates |
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|
TARGET % |
The percentage of these issues we aim to resolve within our SLA |
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|
FIRST RESPONSE |
The time before member of the J700 Group team will first work on the incident. |
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RESOLUTION PLAN |
Time before for a plan of how to resolve the issue has been established. |
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RESOLUTION |
The time for the issue to be resolved. |
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