Service Level Agreement (SLA)
System Availability
| Priority | Definition | 1st Response Time | Resolution Time |
|---|---|---|---|
| Urgent | Software is not operating or operating at levels unacceptably slow speeds. | 30 min | 4 hours |
| High | Software operating but at levels that are suboptimal and acceptable for use by the Client for a short period only. | 45 min | 3 days |
| Medium | A single device or loss of functionality for some users, or an incident where there is a work around. | 1 day | 5 days |
| Low | Cosmetic or minor in nature and is not affecting business operations. | 1 day | 7 days |
Incident Management
| Priority | Definition | 1st Response Time | Resolution Time |
|---|---|---|---|
| Urgent | Immediate action required. | 30 min | 1 day |
| High | Time critical | 1 hour | 1 day |
| Medium | Required but not time critical. | 1 day | 2 days |
| Low | Future dated work. | 1 day | 7 days |
Backup Restore
| Priority | Definition | 1st Response Time | Resolution Time |
|---|---|---|---|
| Urgent | Full system outage. | 15 min | 4 hours |
| Low | Test database restore or non-urgent backup restoration. | 1 day | 7 days |
Targets
| Definition | Min Target | |
|---|---|---|
| Uptime | 99.8% | |
| SLA targets for all requests logged | 90% | |
| Full system backup per day | 1 |
All time stated are in business hours as noted in the Software Licence Agreement. SLA times exclude requests for changes and chargeable work.