Page 6 - Service Level Agreement (SLA)
P. 6

6. Service Management

                   Effective support of in-scope services is a result of maintaining consistent service levels. The
                   following  sections  provide  relevant  details  on  service  availability,  monitoring  of  in-scope
                   services and related components.

                   6.1. Service Availability

                       Coverage parameters specific to the service(s) covered in this Agreement are as follows:

                       •   Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday
                                 o  Calls received out of office hours will be forwarded to a mobile phone and
                                     best efforts will be made to answer / action the call, however there will be
                                     a backup answer phone service

                       •  Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
                                 o  Emails received outside of office hours will be collected, however no
                                     action can be guaranteed until the next working day

                       •  Onsite assistance when deemed necessary best endeavors within 72 hours during the
                          business week

                   6.2.   Service Requests

                       In support of services outlined in this Agreement, the Service Provider will respond to
                       service-related  incidents  and/or  requests  submitted  by  the  Customer  within  the
                       following time frames:

                           •  0-8 hours (during business hours) for issues classified as High priority.
                           •  Within 48 hours for issues classified as Medium priority.
                           •  Within 5 working days for issues classified as Low priority.

                       Remote assistance will be provided in-line with the above timescales dependent on the
                       priority of the support request.


                                             1 Hutton Street, Standish, Wigan WN1 2XD
                                                     Company Number 08233588
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