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
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Critical - An unplanned incident causing loss of service to multiple Users. Designated Priority User unable to work
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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
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Medium - User experiencing a problem. Reduced functionality causing some disruption to the completion of business critical tasks
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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
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High - 1 hour response with a target fix time of 1 day
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Medium - Respond inside 24 hours. Resolve inside of 5 days
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Low - Initial Response within 2 days and a 10 day fix turnaround
Service Requests; Request For Change (RFC); and Problem SLA's have seperate response and target times