Service Level Agreement

Client & service level priority

Our SLA timers not only depend on the priority of your issue or request but on the level of service engagement you have chosen. When you raise a ticket with us, we make an assessment based on the information you have given us and prioritise according to your level of service.
We let you know the priority we have assigned, but are happy to take extenuating circumstances into account and can offer an expediation service, if you think we’ve got it wrong our relate team are here to understand and discuss with technical engineers and or adust service costs and future actions.

Service levels

  1. Utility – Our most basic provision whereby clients are invited to procure proven business systems and services through our group of companies and manage themselves through portal access where any email query’s are treated with a low priority
  2. SafetyNET – 24/7 monitoring with Severity 2 applied to critical business systems like internet connections and service availbility
  3. Modules – On top of SafetyNET services modules can be added for enhanced SLA’s to complement in house teams and enable bespoke packages of support
  4. Comprehensive – Fully outsourced IT support giving same day responses and Severity 1 Urgent impact for all protected core business functions

Service Level Agreements:

Urgency

Impact
First response time
Resolution Time

Severity 1 (Urgent) system outage whereby whole organisation is affected

Terminal – A critical technical issue or an integral part of the system is not functioning for all users, or

Brand Reputation Risk – An public incident linked to your brand or online system that is potentially damaging to businesses sales, operations and or value, or;

Hacking – The system is hacked or being attacked by a third party and a fast reponse is critical to limit impact and minimise further damage

The issue is critical and one or more major business processes are stopped.

 30 mins 4 hours

Severity 2 (High) department or large group of people affected

Bug or 3rd party error – A system bug or issue is affecting part of the system to a certain number of users but there is a work-around for users to perform the task, or;

Inaccuracy – Part of the data or a message is not accurate, and this affects a large number of users, but users can still complete tasks, or;

Expediated change request – Any change requests (by the client or a third party acting on its behalf) required for completion within 1 working days’ notice will be considered high. The Company reserves the right to complete these change requests within 2-5 working days depending on resourcing, severity and the scope of the request.`

 2 hours 8 hours

Severity 3 (Normal) one person or small group of people affected.

Minor issues – A view or interface issue that means the overall usage of a system is slightly compromised for a small number of users, operational efficiency is degraded, but there is either a reasonable workaround, or;

other members of the team are unimpeded there’s an easy and effective workaround, so this is more an irritation than a stoppage, or;

Normal priority change requests – After recieving a request we will plan and schedule to implement that change in a controlled and manageable fashion to limit any potential negative impact.

 4 hours 16 hours

Severity 4 (Low) Adminsitrative or sales enquiry

Incremental upgrades or new features that are bundled into continual releases are unnavailable or offline.

 24 hours 40 hours

*Note: “days” and “hours” means business days and business hours between the hours of 09:00hrs and 18:00hrs GMT (unless agreed otherwise in writing). If there is no support agreement in place or PAYG credit available to complete a task, it will be addressed entirely at the companies discretion and invoiced separately.

Techrelate Support priority matrix:

Taking into account your service level, priority and urgency of your support issue we will always triage requests and address in the following order
HIGH Urgency MEDIUM Urgency LOW Urgency
HIGH Impact Priority 1 Priority 1 Priority 2
MEDIUM Impact Priority 1 Priority 2 Priority 3
LOW Impact Priority 2 Priority 3 Priority 4

Techrelate Change priority matrix:

Our support agreements and contracted SLA’s are based on keeping the system going as it was intended. We intentioanally managene and plan changes to ensure our senior engineering team devote enough time to have a lser like focus on the task so as to ensure success and minimise the potential impact to your business. Change requests for upgrades and or system tweaks are considered  as follows
High Priority Medium Priority Low Priority
Site visit Comprehensive SafetyNET PAYG
New user setup
Legal Consultation
Training request
Legal Query
Project quote