Service Level Agreement Print E-mail
IT Support London - Business Services

SERVICE LEVEL AGREEMENT
All customers under contract will receive priority support and guaranteed response times as set out below ,where technical faults and problems have been logged on our helpdesk system.


Response Times based on Contract Level

Bronze
9am - 5pm

Silver
8am - 6pm

Gold
8am - 7pm

Severity 1

6 Hours

4 Hours

2 Hours

Severity 2

8 Hours

6 Hours

4 Hours

Severity 3

24 Hours

12 Hours

8 Hours

Severity 4

14 Days

14 Days

7 Days

Response times shown in business hours/days.

Severity1: All users affected. Problem is affecting core business function. Example: Server Down, No incoming/outgoing email.

Severity2: Multiple users affected. Problem is affecting core business function but not critical. Example: Server issues,

Severity3: Normal Priority. Issue is causing annoyance but not business critical. Most jobs will fall under this category. Example: Unable to print, Unable to Save word document, Computer Virus, Password/Logon issues.

Severity4: Change Request. Non urgent request for change/Installation/Advice.

SysFix Group reserves the right to change the service level, of any logged job, where the client has incorrectly selected the wrong severity level. In the unlikely event that a specified service level cannot be met, the customer will be notified and alternative arrangements will be made

 
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