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Service Level Agreement

 

 

 

Availability

Performance

Response and resolution

Service Level commitments common to all applications and customers

 

 

 

 

All applications and customers, unless explicitly identified below – can expect these service levels

Systems used by internal staff

 

 

 

 

 

 

 

 

 

 

 

99.9% availability during office hours (8-6, M-F) – (i.e. 3 minutes unplanned downtime per week)

 

No more than 1 hour/month planned downtime

 

 

<3 second response time for transactions

All tickets logged through the helpdesk acknowledged within 2 hours

 

Standard service requests will vary dependant upon complexity

 

Non standard requests acknowledged within 24 hours and initial proposals within 5 wds

 

Resolution times :

P1 < 4 hours

P2 < 8 hours

P3 < 2 wds

P4 < 5 wds

Systems available externally through the internet

 

99.5% availability, 24/7 (50 minutes downtime per week)

 

No more than 2 hours/month planned downtime

<8 second response time for transactions

 

HR/Payroll

 

Generally unavailable for half a day in March/April each year for statutory software upgrade

 

 

Membership

 

Possibly unavailable for 1 day each quarter for minor updates

 

 

BPM

 

Major software upgrades can take up to 3 days, but are rare.