Service Level Agreement

The times in the table below are the maximum length of time J700 Group aims to take to reach the three milestones of any support incident.

 First Response     Resolution Plan       Resolution
Critical –   15 minutes              1 hour                         3 hours
Urgent  –    30 minutes             2 hour                        4 hours
Standard – 1 hour                     4 hours                      24 hours
Change  –   2 hours                  24 hours                    2 days
Target –      98%                        95%                             92%

Definitions
Critical – loss of service issue affecting the majority of users example: server down, internet down, phones down, network down, key application down.
Urgent – loss of service issue affecting some users example: service down, internet slow, phones intermittent, network issues, key application issue.
Standard – less serious issue affecting fewer users or a single user example: PC down, backup malfunction, application down, degraded performance, printing issues
Change – user guidance, change requests example: setup new user, configure new printer, set up Out of Office.
First Response – a member of the J700 Group team is now working on the incident.
Resolution Plan – a plan of how to resolve the issue has been established.
Resolution – the issue has been resolved and all systems are fully operational.