Service Level Agreement
Our Service Level Agreement (SLA) defines how quickly we respond, work on and resolve your IT issues.
Service Level Agreement
An SLA (Service Level Agreement) is our contractual agreement when companies start using Netitude as their IT Support provider. The SLA defines the level of service expected and sets performance metrics to ensure we meet customer expectations. It is our promise to you to deal with issues within the given time frame, adhering to SLA best practices. This industry standard enables us to manage expectations and provide a reasonable resolution time for our customers.
At Netitude, we have one SLA, which we give to all our customers to ensure SLA fair support and ticketing processes.
Hours of service
The SLA is determined by the hours covered and the priority of the issue for every ticket that is raised.-
Standard cover: 8:45 am to 5:30 pm, Monday to Friday, excluding public holidays.
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Additional on-call hours: Covering early/late weekdays and weekends for emergencies.
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We have additional on call hours for emergencies covering early/late weekdays and weekends
How we work out the SLA
Our SLA timers depend on the priority of your issue or request. When you raise a ticket with us, we assess it based on the information provided.
Priority is based on two factors:
Impact: The extent to which operational efficiency is affected
Scope: The number of people affected
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LOW – Easy and effective workaround available; more of an irritation than a stoppage.
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MEDIUM – Operational efficiency is degraded, but there is a reasonable workaround, or other team members will be unimpeded.
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HIGH – Critical issue with one or more major business processes stopped.
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LOW – One person or a small group of people.
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MEDIUM – Department or a large group of people.
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HIGH – Whole organization affected and unable to work.
| Priority Matrix | High Urgency | Medium Urgency | Low Urgency |
|---|---|---|---|
|
High Impact
|
Critical
|
High
|
Medium
|
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Medium Impact
|
High
|
Medium
|
Low
|
|
Low Impact
|
Medium
|
Low
|
Low
|
The Three SLAs
We have timers running on every ticket you raise. Most clients are primarily interested in response and resolution time. As per our promise, these timers are a maximum limit, not a target.
A standard ticket journey looks something like this: You log a ticket with medium priority. Within 1 hour, we aim to respond by assigning and correctly prioritizing your ticket. Then, within 6 hours, we start work on your case, and within 12 hours to 1.5 days, we resolve your issue.
In certain circumstances, we will put a clock on hold – for example, when we are awaiting a response from you with further information or approval for work that may temporarily impact you or your business.
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Respond - When we respond to your ticket request. This is not us just letting you know that we have your ticket, we will give you a time scale for when we will start working on the issue and confirm who is dealing with your ticket.
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Plan - When we plan to start work on your issue. This is to keep us on track and get started on your issue.
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Resolve - This is the one that everyone is really interested in: when the issue will be fixed. The biggest and most important promise for our service.
In the event we don't schedule the issue to be resolved in a suitable timeframe for your business needs, let us know! Please refer to our Escalation page for details.
Examples of applied priorities
Critical
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Server outage
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Internet line down
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Power outage
High Impact
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Large number of users unable to print
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A piece of software critical to part of the business but not the whole business isn't working e.g. sage
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Emails not being received not working for groups of people
Standard SLA
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One users work is heavily impacted
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User cannot access their emails/office applications
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Critical software running slowly
Low Impact
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PC running slowly but not impacting day to day work
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SPAM emails
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One application or program is not working as usual but is useable
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Missing shortcuts
Additional requests
Some tickets will be listed as exceptions outside of our standard priorities. These might require information from your Account Director or a new solution from our solutions department; you will be advised beforehand.
On-site Repairs: If your device requires a replacement part or rebuild, we may need to source parts or collect/drop off devices. These repairs will be placed outside the SLA as a “Scheduled Repair.”
Components of an SLA
An effective SLA includes several key components:
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Service Desks: Where support tickets are managed.
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Types of SLAs: Different agreements for various service levels and expectations.
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Service Level Management: Ensuring SLAs are maintained and adhered to.
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Parties Involved: Clearly defining responsibilities for both provider and customer.
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Performance Metrics: Measuring SLA performance to meet agreed standards.
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Customer Expectations: Clearly defined to avoid misunderstandings.
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SLA Support: Refers to the management and adherence to the terms and conditions outlined in a Service Level Agreement (SLA) to ensure service delivery meets agreed standards.
By following these best practices, we ensure that our SLAs align with industry standards and customer needs, helping your business to work smarter and more efficiently.
