Service Level Agreement – Managed Services

All support calls logged in accordance with Schedule G will be addressed within the timescales shown below. Problem resolution commitments are based on a best effort and are not absolute. However, Starling Reese intention is to achieve the follow service levels:

• 90% of reported support calls to be responded to within target.
• 80% of reported support calls to be resolved within the target.

 

ENTRY

Severity

Remote Response Target

Onsite Response Target

Definition

1

0 – 90 Minutes

1 – 4 Hours

Call types apply to complex multi-user problems affecting a major system, service or loss of access to a work group. Severity 1 indicates that the client is impacted by a severe system failure inhibiting one or more business function(s).

2

0 – 90 Minutes

Next Business  Day

Call types apply to more complex single user problems. This condition may prevent an individual user from continuing work.

3

4 Office Hours

Next Business Day

Call types are non-critical, single user problems that may involve loss of access or performance degradation to an individual. The user may have a problem that has a reasonable circumvention and can continue to work with limited loss of efficiency (work around).

4

32 Office Hours

32 Office Hours

Call types are non-critical or user requests for information.

 

 

 

 

 

 

 

STANDARD

Severity

Remote Response Target

Onsite Response Target

Definition

1

0 – 90 Minutes

1 – 4 Hours

Call types apply to complex multi-user problems affecting a major system, service or loss of access to a work group. Severity 1 indicates that the client is impacted by a severe system failure inhibiting one or more business function(s).

2

0 – 90 Minutes

Same Day

Call types apply to more complex single user problems. This condition may prevent an individual user from continuing work.

3

4 Office Hours

Same Day

Call types are non-critical, single user problems that may involve loss of access or performance degradation to an individual. The user may have a problem that has a reasonable circumvention and can continue to work with limited loss of efficiency (work around).

4

32 Office Hours

32 Office Hours

Call types are non-critical or user requests for information.

 

 

 

 

 

 

 

PREMIUM

Severity

Remote Response Target

Onsite Response Target

Definition

1

0 – 90 Minutes

1 – 4 Hours

Call types apply to complex multi-user problems affecting a major system, service or loss of access to a work group. Severity 1 indicates that the client is impacted by a severe system failure inhibiting one or more business function(s).

2

0 – 90 Minutes

4 – 6 Hours

Call types apply to more complex single user problems. This condition may prevent an individual user from continuing work.

3

4 Office Hours

4 – 6 Hours

Call types are non-critical, single user problems that may involve loss of access or performance degradation to an individual. The user may have a problem that has a reasonable circumvention and can continue to work with limited loss of efficiency (work around).

4

32 Office Hours

32 Office Hours

Call types are non-critical or user requests for information.

 

 

 

 

 

 

 

* All Severity 1 calls are escalated immediately to your Starling Reese Account Manager and are attended to both within Normal Office Hours and outside of Normal Office Hours with the objective of resolving these calls within the shortest time period.  Starling Reese shall use every endeavour to achieve this, including but not limited to immediate deployment of personnel at the Premises, the regular communication of progress towards resolution of the problem to the “CUSTOMER” Liaison Persons and where possible the recommendation of suitable workarounds to the “CUSTOMER” for the duration of the problem.