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IT Support

Service Level Agreement (SLA) and Response Times

Issue Priority Level Response Time Escalation Threshold
All Functionality Unavailable All Users Affected
  • Primary server or system is down
  • Network switching is down
  • Email system is down
  • Internet connectivity is down
  • Virus detected — high risk of data loss (e.g. CryptoLocker)
 Priority 1 Within 1 hour 30 minutes
Business-Critical Function Unavailable Many Users Affected
  • Email communication disrupted or blocked
  • Internet connectivity is disrupted
  • Critical software application offline (e.g. CRM or Accounts)
  • Critical business process (e.g. Payroll) cannot proceed
  • Critical user/VIP cannot work or is severely disrupted
  • Branch office systems are offline
  • Major network performance issue
  • Backup systems have failed for 3 consecutive days
  • Virus detected — low risk of data loss
  • User is locked out of their PC or laptop
 Priority 2 Within 4 hours 2 hours
Limited Degradation of Service Few Users Affected
  • Minor network performance issue
  • Backup systems are reporting issues or failures for the first time
  • Secondary communications (e.g. webmail, mobile) disrupted
  • PC or laptop is down
 Priority 3 Within 1 day 4 hours
Minor Issue / Scheduled Event One User Affected
  • Non-critical issue, user can still work
  • New user account setup
  • Move/add/change to system hardware or software
  • Scheduled installation of new hardware or software
  • Customer has specified low priority or no due date
 Priority 4 Within 3 days
(or on agreed schedule)		 As required

We will typically acknowledge receipt of the issue within 15 minutes. Response times mean that an individual is actually beginning to work on the issue. All response times are based on normal business hours or days. Resolution times are best efforts but cannot be guaranteed, especially when liaising with third parties.

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