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.