• SLA
  • SLA

How we work

Service Level Agreement (SLA)

Virtualisation
 
Service Level Agreements (SLAs) define how we respond to your issues and requests. They reflect our reliability, efficiency and confidence in the support that we provide on a single piece of hardware in completely isolated containers.
Service Level Agreements (SLAs) essentially represent our promise to deal with your ICT issues and requests within a given time frame. They show that we have an efficient and mature process for providing IT support and that you can have confidence in us. Our SLAs depend on the agreed hours cover and the priority of your issue or request. We can provide bespoke SLAs to suit your needs – extended hours of cover (24x7x365, weekends, public holidays), different speeds of response, priority, or cover for different types of equipment.

Working Hours

Standard Hours of cover

 
  Priority

Prioritising your issues

 
 
While many clients have extended and out-of-hours of support, our standard cover runs from 7:30 am to 6:30 pm (GMT/BST), from Monday to Friday, but excluding public holidays. Our monitoring service runs 24×7 and major issues are dealt with accordingly. Our SLA timers run only during your agreed hours of cover. Our monitoring runs 24x7x365 regardless of your cover, so you can elect to increase cover for critical systems if you wish.   Our SLA timers also depend on the priority of your issue or request. When you raise a ticket with us, we make an assessment based on the information you have given us. We let you know the priority we have assigned, but are happy to take extenuating circumstances into account, if you think we’ve got it wrong. Priority is based on two factors: severity and impact.
               
Clock

Three clocks are ticking!

 
  Severity Level

Levels of severity & impact

 
 
We have three clocks (timers) running on every ticket you raise, though most of our clients are only interested in two of them (“respond within” and “resolve within”)..

"Respond within..."
"Plan within..."
"Resolve within..."
         
Severity

LOW - One person or small group of people affected
MEDIUM - Department or large group of people
HIGH - Whole organisation is affected.
Impact
LOW - there is an easy fix or workaround.
MEDIUM - Operational efficiency is degraded.
HIGH - The issue is critical.