Service Level Agreements
All CCCit recurring service contracts come with a dedicated SLA. The table below outlines SLA terms, together with some examples of the SLA in practice:
| Issue | Example | Response | SLA (Remote) | SLA (Remote+) | SLA (Complete Onsite) |
|---|---|---|---|---|---|
| Time to answer call | Support call | Within 30 minutes | |||
| Total disruption to the Service | Server is down, all users cannot work | Remote support within one hour | |||
| A major inconvenience to the Service | One user cannot work, PC down | Remote support within two hours | |||
| A minor inconvenience to the Service | PC running slow | Remote support within one day | |||
| Total disruption to the Service, site visit required | Server is down, all users cannot work | Onsite support within one hour + travel time | |||
| A major inconvenience to the Service, site visit required | One user cannot work, PC down | Onsite support within two hours + travel time | |||
| A minor inconvenience to the Service, site visit required | PC running slow | Onsite support within one day + travel time |
Whenever a CCCit customer calls CCCit to raise a support call, they are given an anticipated response time: In most cases, regardless of the issue, we arrive on site well in advance of our advertised SLA. However, the stated response times above are the maximum applicable times we offer.
