Service Level Agreements

Every one of our clients have their own Service Level Agreement (SLAs) which detail how we respond to issues depending on the impact they have on your business. Each SLA provides the framework for the support service we provide and they help us deliver the same high level of service for every issue we work on.

The key areas of the SLA

Response and resolution

The SLA sets our response and resolution times depending on what priority your issue is designated. Each priority level will have its own first response time, update interval and handover procedure. This ensures that we offer the same high level of support whenever an issue is reported.

Prioritisation

When you report an issue to us and we create a ticket an assessment will be made on its priority. This procedure is documented in the SLA.

There are two factors we use when we prioritise tickets, impact and severity.

Impact

We gauge impact at 3 levels high, medium and low

High Impact - Major business processes are stopped. This is an issue that would be critical to your business. We understand the affect that will have and it would be a top priority for us to fix.
Medium Impact - Business is degraded, but there is a reasonable workaround. The level of priority would be decided by the severity of this.
Low Impact - More of an irritation than a stoppage.

Severity

This is measured in the same way as impact, high, medium and low.

High Severity - The whole company or business is affected. If the issue was also a high impact, then this would be classed as priority one.
Medium Severity - Departments or a number of users are affected. Not everyone in the business is affected by some staff members are.
Low Severity - One user or a small group of users are affected.

By combining these two grades we would allocate a priority number to the ticket. High impact and high severity would be top priority. Although, low impact and low severity would be low priority we would still aim to fix the issue as soon as possible, it might just be queued behind other higher priority items.

By using SLA's we are able to manage a client's expectation and repeat a high level of support for every type of issue reported to us.