Service Level Agreement (SLA)
Applies to: Cloud Care Essentials Plan, Cloud Care Premium Plan
Under your managed IT services agreement our IT Support Help Desk will use the following Service Level Agreement (SLA) guidelines when prioritising tickets and strive to begin working on them within the stated response time in the table below.
The actual response time may vary depending on the volume of reported tickets, the availability of resources, and the thoroughness of the information provided.
Please Note: If a ticket cannot be resolved in the expected timeframe, the customer will be notified and provided with a revised estimated time of completion.
Expectations, Service Request Prioritisation and Response Guidelines:
| Priority | Response Time | Estimated Resolution | Definition |
| 1 Critical | 0-30mins | As quickly as possible; hopefully no more than two (2) hours, from the initial contact | A mission critical system/service is down/unavailable and no work around is available – All users Affected |
| 2 High | 30-Mins – 1 Hour | As quickly as possible; hopefully no more than four (4) hours, from the initial contact | A mission critical system/service is down/unavailable, but a work around is available or the system is working slowly/partially – All users Affected |
| 3 Medium | 1 Hour – 4 Hours | One (1) business day, from the initial contact | A task, service, or individual is impacted and no work around is available |
| 4 Low | 4 Hours – 8 Hours | One (1) business day, from the initial contact. | A task, service, or individual is impacted and a work around is available |
| 5 When Convenient | 1 – 2 Days | Next business day to (3) three days from the initial contact. | A task, service, or individual is impacted, but there is low/no impact on productivity |
