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.
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
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