SLAs and Priority Levels

Service Desk Level Agreements 

(TTFR) Time to First Response  uses Calendar 1

Support (TTR) Time to Resolution uses Calendar 1

Escalated TTR uses Calendar 2 

SLA Priority Classification 

Highest (Urgent/Critical) - Disruption/restriction of service affecting the whole organization

• Inability to login in (failed login for entire operations)

• Blocking of a key business process with no alternative backup process in place affecting entire operations for nearly all users. E.g. all shop managers unable to record installations/ repossession/ technical swaps, all call operators unable to make outgoing calls

• System Failure/Server Down (Pulse not working)

• Cron/Que job failing. Cron/Que jobs run automated activities such as sending SMSs and linking payment transactions to customer applications

• Customers paying but can’t be switched on, affecting many accounts (100s)

• Accounts expiring/defaulting but not switching on, affecting significant numbers of accounts (1000s)

• Payments not matching, whether automatically or manually

High- Department or a large group of people being affected to perform a major task at work

• Blocking of a key business process with an alternative back-up process in place affecting a team or large group of users E.g. Sales Agent unable to submit leads but can save details to draft and resubmit at a later stage

• Single or localised problem (1-10) still affecting a key business process for users to do the main task

• Slow system performance e.g. Pulse is loading slow

• Customers paying but can’t be switched on, affecting >10 accounts

• Accounts expiring/defaulting but not switching on, affecting many accounts (100s)

• Issue is blocking a “committed” OKR

Medium - Group of users with an issue but still able to continue with work

• Single or localised problem (1-10) still affecting a particular business process for users to do a subtask but can still continue with their main tasks eg. The accountant doing Petty Cash, Call Centre unable view their workload

• Access requests/account creation

• Creation of mailing/ distribution groups

Low - Individual user with minor or no issue but still able to continue with work

• Data change requests or requests for data files/reports

• Feature requests from users to enhance their working activities but no current issue with performing their daily system tasks. Feature requests if accepted by the development team this request will be turned into a project.