What it is
Contractual SLA support is a legally binding agreement on how quickly we respond to and resolve incidents in your systems. Response times of first- and second-line engineers and incident resolution follow fixed SLA terms set out in the contract. The contract also defines incident prioritisation, the escalation procedure and communication channels. You choose the response time according to how critical each system is to your business. This gives your management a clear picture of what to expect in a critical situation and helps plan for business risk.
What you get
- Guaranteed response times: fixed deadlines that are part of the contract, not a goodwill promise.
- Clear escalation: you know who gets involved, and when, if an incident is not resolved at first line.
- Priorities by criticality: different systems can have different response levels.
- Performance reports: regular reports on incidents and on meeting the SLA metrics.
How we work
- System classification: together we identify critical systems and the response levels they need.
- Contract terms: we fix response and resolution times, escalation and the communication procedure.
- Delivering support: first- and second-line engineers log, resolve and escalate incidents.
- Performance review: we regularly assess the SLA metrics and adjust levels where needed.