Incident Service Level Agreement
The below chart shows the TechB service levels that we aim to achieve with all of our clients.
We average about a 1-hour resolution on all tickets. Quickest responses come from SMS chats via your desktop or phone calls, averaging from 10 seconds to 4 minutes. Emails and logging tickets naturally have a longer response time.
|Urgent / P1||15 min||4 hours|
|Hight / P2||30 min||8 hours|
|Normal / P3||1 hour||48 hours|
|Low / P4||1 hour||72 hours|
We guarantee the following uptimes for all services within our hosted infrastructure: N+1 resiliency across all components, connectivity, power, computer, storage. 99.99% service level agreement (SLA).
The below describes each priority level in a bit more detail and gives a few examples what type of incidents may generate the related priority level.
Incident Service Level Priority
|Urgent / P1||An incident causing an extremely serious impact to the business as a result of the system(s) / service(s) affected and/or the number of people affected by the incident||Ransomware attack, Server blown, all systems encrypted, entire site is down, potential revenue loss or reputational damage|
|Hight / P2||An incident causing significant impact to the business as a result of the system(s) / service(s) affected and/or the number of people affected by the incident||Software application not working, Sage offline, emails down, risk to revenue generation, multiple users are unable to perform business critical duties|
|Normal / P3||An incident or request that affects the customer’s service but has a small impact to the business.||Word has crashed effecting 1 user, PC not running smoothly, revenue generation is not impacted|
|Low / P4||Incidents that have a negligible impact to the business, requests or enquiries for information purposes only.||Impact to non-critical business systems, How do I? Training|