IT Support & Services
Service Level Agreements
Remote SLA – Remote response for clients with our Remote support agreement
Priority Code | Description | Target Remote Response Time | Target Remote Resolution Time | Examples |
1 | Critical | Immediate* | 2 Hours | All staff unable to login and work Core business application down for all staff |
2 | High | 1 Hour | 4 Hours | Single user unable to login No Email |
3 | Medium | 2 Hours | 9 Hours | Single user unable to complete some work (i.e. Access to certain applications or drive). PC performance issues, PC running slow |
4 | Low | 4 Hours | 18 Hours | Move / add / change a user account / email address PC rebuilds Set email redirection / access levels to files, folders and email accounts How do I? – Tasks |
5 | When Convenient | 9 Hours | 36 Hours | Network administration Desktop and Server MS and 3rd party patching New user setups |
Onsite SLA – Remote response & Onsite arrival for clients with Complete Onsite agreements
Priority Code | Description | Target Remote Response Time | Target Onsite arrival time† | Target Resolution Time | Examples |
1 | Critical | Immediate* | 1 Hour | 2 Hours | All staff unable to login and work Core business application down for all staff |
2 | High | 1 Hour | 2 Hours | 4 Hours | Single user unable to login No Email |
3 | Medium | 2 Hours | 6 Hour | 9 Hours | Single user unable to complete some work (i.e. Access to certain applications or drive). PC performance issues, PC running slow |
4 | Low | 4 Hours | 12 Hours | 18 Hours | Move / add / change a user account / email address PC rebuilds Set email redirection / access levels to files, folders and email accounts How do I? – Tasks |
5 | When Convenient | 9 Hours | 18 Hours | 36 Hours | Network administration Desktop and Server MS and 3rd party patching New user setups |
