Service Level Agreement
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Availability |
Performance |
Response and resolution |
Service Level commitments common to all applications and customers
All applications and customers, unless explicitly identified below – can expect these service levels |
Systems used by internal staff
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99.9% availability during office hours (8-6, M-F) – (i.e. 3 minutes unplanned downtime per week)
No more than 1 hour/month planned downtime
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<3 second response time for transactions |
All tickets logged through the helpdesk acknowledged within 2 hours
Standard service requests will vary dependant upon complexity
Non standard requests acknowledged within 24 hours and initial proposals within 5 wds
Resolution times : P1 < 4 hours P2 < 8 hours P3 < 2 wds P4 < 5 wds |
Systems available externally through the internet
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99.5% availability, 24/7 (50 minutes downtime per week)
No more than 2 hours/month planned downtime |
<8 second response time for transactions |
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