Service Level Agreements

It is now widely accepted that any IT Managed Service Provision should be governed by an Service Level Agreement (SLA). This is essential to define the parameters of the service, for the benefit of both the provider and the recipient.

The SLAs detailed below illustrates Breakwater's approach.

Priorities

Critical - An unplanned incident causing loss of service to multiple Users. Designated Priority User unable to work 

High - Individual User unable to work and alternative IT facilities are not freely available. Reduced functionality causing severe disruption to the completion of business critical tasks

Medium - User experiencing a problem. Reduced functionality causing some disruption to the completion of business critical tasks 

Low - Non-urgent query or request. Reduced functionality resulting in minimal impact to Users

Incidents

Critical - Response within 15 minutes with a 4 hour target fix

High - 1 hour response with a target fix time of 1 day

Medium - Respond inside 24 hours. Resolve inside of 5 days

Low - Initial Response within 2 days and a 10 day fix turnaround

Service Requests; Request For Change (RFC); and Problem SLA's have separate response and target times