Our Service Level Agreement is our promise to you regading the service we will deliver and our automatic invoice discounts are our way of showing how seriously we take those commitments.
These are our limits, we aim to complete all work far quicker.
For the purposes of our SLA the following apply.
- SLA counters start when you report an issue to us, for P1s and P2s this must be by telephone and you must identify the issue as very important with the impact detailed in the call.
- The SLA timers run in our working hours which are Monday-Friday, 8am-6pm UK time.
- Out of hours support is available but needs to be quoted for on a per case basis. Please let us know if you’d like to discuss this.
- We offer an emergency contact number for critical out of hours issues and are often able to help if there is an urgent issue but we can only guarantee this and apply an SLA to it with prior discussion and agreement, in all other circumstances this is at our sole discretion.
- SLA counters are paused when we are waiting for:
- Answers/access to systems from you
- Responses/answers/support from vendors or parts
- Any other situation where further resolution is outside of our control
- For the avoidance of doubt we will attempt all possible workaround to temporarily resolve an issue while we await something in these circumstances
- Ticket priority can change if a workaround is identified that changes one of the impact levels. For example, a P1 can become a P2/3, if a workaround is identified.
- You will be told the priority that has been assigned to a ticket as soon as we have triaged the issue, and if submitting a ticket via the web portal, you will have the option to suggest a priority yourself.
- If you disagree with our assessment, you should let us know as soon as possible and we will review our decision.
Our Priority System
| Impact |
All Users/Critical User/Process |
Some Users |
Few Users |
|---|---|---|---|
| High Cannot work/critical time sensitive tasks cannot be completed. |
P1 | P1 | P2 |
| Medium critical tasks cannot be done |
P2 | P2 | P3 |
| Low Minor inconvenience, work still possible using workaround |
P3 | P4 | P4 |
| None Routine work that can be planned for in advance or "nice to haves" |
P4 | P4 | P4 |
Our Compensation System
Our compensation pays out the second the SLA target is missed and at a set period after that. Part of a “breach period” is paid out for the full amount.
Discounts are applied automatically where an SLA breach is automatically detected, if you believe one has occured that we haven’t detected just let us know.
| SLA Targets |
Resolution Target |
Compensation unit 10% bill discount per unit or part of unit missed |
|---|---|---|
| P1 |
4 Hours | 2 hours |
| P2 |
1 day | 4 hours |
| P3 |
5 days | 1 day |
| P4 |
10 days | 2 days |
For the sake of clarity in the following cases the following would apply.
- We miss a P1 target by 1 hour, you recieve a 10% discount.
- We miss a P1 target by 4 hours and 1 minute, you recieve a 30% discount.
The small print
- A day is a working day, at the same time. For example, the SLA is breached if a P2 is not resolved by the next day, at the same time it was reported.
- A pause in the SLA for the reasons listed above also pauses the SLA breach compensation. When the SLA counter resumes so does the compensation.
Exclusions
Disaster Recovery and Cyber Security Incident response situations are excluded from the SLA but P1 compensations apply to any time over our agreed recovery times as per your disaster recovery response plan.