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