Service Level Agreement.

Priority Ratings

Tickets received by will be triaged according to the SystemLabs standard priority rating based off of the ITIL framework for Incident and request response, utilising Impact and urgency Matrix:

The incident will be assessed to determine the severity and impact of the issue. This may involve investigating, gathering information, and analysing the data to determine the best course of action, to return the organisation to business as usual as soon as possible.

	Impact
Urgency
			High	Medium	Low
	High		1	2	3
	Medium		2	3	4
	Low		3	4	5

P1:

Critical outages that have immediate affect on all users or an entire service, which affects multiple users from accessing or completing business as usual activities.

P2:

Significant incidents which affect part of the service or part of the user base in completing normal business activities. This category is also used for proactive remediation works to systems or infrastructure which maybe of threat of business activities.

P3:

Moderate affect to one or more users that have a measurable impact on operations maybe delaying work or stopping part of a service from performing normal activities.

P4:

Minor Incidents affecting singular users, slow systems, service is not performing within usual requirements which is slowing the service of normal activities to the business and operations.

P5:

General inquiries and informational requests to SystemLabs, does not directly impact any part of operations. This is also used as the Priority universally assigned to any request for purchasing of licensing, software or hardware etc

Support Availability

Users of the support services will have the ability to log support calls using the web portal 24x7 however, calls will be responded during the SystemLabs Operating Hours. Phone calls will also be answered during the standard operating hours.

SystemLabs Operating Hours:

SystemLabs' operational hours for providing technical support and assistance are from 0900 to 1700, Monday to Friday. These hours represent the period during which SystemLabs' technical staff will actively respond to support requests, incidents, and service inquiries, within the SLA Window. SystemLabs adhere to Jersey standard public holidays.

SystemLabs Out Of Hours Support:

If the customer requires support outside of these hours they will be charged as per the rate card and costs must have prior approval from an authorised person(s) as per the client contact information. Calls will be responded to during this time on a best endeavours basis, unless the client has specifically signed an out of hours service agreement. This will be subject to the relevant retainers being in place to support such agreements.