Support Service Level Agreements
Below an outline of our standard service level agreements.Scope of Services
RAPID IT SUPPORT LIMITED will provide computers network maintenance and network infrastructure maintenance including servers and computers on site. Which includes smooth running of the network, server’s data backup and network configuration. Every ticket/incident is assigned a priority when it arrives in our support desk, every incident is dealt with as promptly as possible where we would aim to resolve most incidents or queries within a 30-minute window regardless of their priority. Every issue has its own complexities, and quite often work arounds can be found to allow the end user to continue working.| Service | |
|---|---|
| First Response to all incident types | 30 minutes |
| Estimated Resolution – Critical Incidents | 1 Hour |
| Estimated Resolution – Medium Priority Incidents | 6 Hours |
| Estimated Resolution – Low Priority Incidents | 24 Hours |
| Estimated Resolution – Major Break Down | Depends on the Damage (1 Hour – 2 Weeks) |
Critical Incidents
Priority URGENT, Immediate – 1 hour
Customer’s Environment is down or severely corrupted, and/or business operations are critically impacted.Examples:
- No server access
- Whole network is down
- Email exchange is down
- Website is down
Priority Medium, Immediate – 6 hours
Examples:
- Printer not working
- Emails are down for one or few users only
- Server not accessible on one or few computers
- One or few users cannot access internet
- One or few computers are running slow
Priority LOW, Immediate – 24 hours
Customer requests general configuration or scheduled assistance to optimize performance or solution of their service/product.Examples:
- Need guidance to setup a new system
- Need guidance to fix a mistake (Unless the mistake caused a High Priority issue)
- Invoicing Issue
- Presence Server issues
- New staff profile creation
- Billing issues
- Disputes
Major Breakdown, Depends on damage 1hour- 2weeks
Examples:
- Server crash
- Emails exchange service crash
- Internet down in the area
- Building caught fire
- Natural disasters