Service Level Agreement
Our Service Level Agreements are there to give you peace of mind that we will meet the highest standard of service.
Our Commitment
The assessment will be made using the standardised ITIL frameworks to prioritise the Incident based on impact vs severity.
Priority 1: Critical
Reviewed 30mins. Response 1hr. Target Resolution 6 hrs. P1s are critical outages that immediately affect all users or a full service, which prevents multiple users from accessing or completing business-as-usual activities.
Priority 2: Significant
Reviewed 30mins. Response 2hrs. Target Resolution 12 hrs. P2s are 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 on systems or infrastructure that may threaten business activities.
Priority 3: Moderate
Reviewed 30mins. Response 4hrs. Target Resolution 3 Days. P3s are issues that moderately affect one or more users and have a measurable impact on operations, delaying work or stopping part of a service from performing everyday activities.
Priority 4: Minor
Reviewed 30mins. Response 7hrs. Target Resolution 5 Days. P4 issues are minor incidents affecting singular users, slow systems, and service not performing within usual requirements.
Priority 5: General
Reviewed 30mins. Response 2Days. Target Resolution 7 Days. P5s are general inquiries and informational requests to SystemLabs which do not directly impact any part of operations. Additionally, P5 is used as the Priority universally assigned to any request for purchasing licensing, software or hardware.
SLA Achievement Rate
Industry average: approximately 75%
Review Time (All Priorities)
Every incident reviewed within 30 minutes, P1 through P5
Response Times
Five priority levels. Clear response targets.
| Priority | Reviewed | Response | Resolution |
|---|---|---|---|
| P1 Critical | 30 mins | 1 hour | 6 hours |
| P2 Significant | 30 mins | 2 hours | 12 hours |
| P3 Moderate | 30 mins | 4 hours | 3 days |
| P4 Minor | 30 mins | 7 hours | 5 days |
| P5 General | 30 mins | 2 days | 7 days |
Priority levels are determined using the ITIL impact vs urgency matrix. All times are measured from the moment the incident is logged.
ITIL Framework
Impact vs Urgency Matrix.
| Impact | |||
|---|---|---|---|
| High | Medium | Low | |
| High | 1 | 2 | 3 |
| Medium | 2 | 3 | 4 |
| Low | 3 | 4 | 5 |
Priority Definitions
What each priority level means.
P1 — Critical
Critical outages with immediate effect on all users or an entire service.
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
Significant incidents affecting part of the service or part of the user base.
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 may be of threat to business activities.
P3 — Moderate
Moderate affect to one or more users with measurable operational impact.
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
Minor incidents affecting singular users or slow systems.
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
General inquiries and informational requests that do not impact operations.
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.
Ready to work with a team that meets its commitments?
Our SLA is written into every managed service contract. Talk to us about what that looks like for your business.