consultingco

SLA
Print

SERVICE LEVEL AGREEMENT (“SLA”)

 

1.DESCRIPTION OF SERVICE

 

The Services include but are not limited to basic web hosting service, domain hosting or parking service, shopping cart hosting service, content management service, premium web hosting service, email hosting service and web based point of sale hosting service.

 

2. AGREED SERVICE LEVELS

 

2.1 NETWORK AVAILABILITY

 

Network availability is the proportion of the time for which the network is available to originate or receive data over a given period. Network availability refers to the portion of the end-to-end service under the control of the Provider and broadly includes the links from the Internet border to the RCST Ethernet interface.

The network availability performance required is 99.7 per cent for each 3 month period. Scheduled maintenance downtimes between midnight and 7 a.m. are excluded in assessing network availability performance.

 

2.2 FAULT REPORTING AND HELPDESK

 

1. Faults Classification System

Each fault will be given a Fault Priority Rating by the Customer Help Desk, in consultation with the Customer.

 

2. Fault Priority Rating Definition

Priority 1 Customer service is down at multiple sites causing critical impact to operations if the service is not restored quickly.

Priority 2 (i) Customer service is down at a single site, or Customer service is severely degraded significantly impacting business operations.

Priority 3 Service is noticeably degraded but most operations continue.

Priority 4 Service is not faulty but the Customer requires information or assistance on their service.

 

These Priority levels drive the restoration process for these particular options hence add value and increase effectiveness. This Priority rating will correspond to time limits for each level to guarantee that the appropriate escalation takes place.

All service difficulties and faults are to be reported to the I.T On Demand Fault Reporting Service/Help Desk, quoting the following:

1. Customer/Account number

2. the affected service (including Service Number or Circuit ID, if available)

3. a brief description of the fault

4. caller name and number,

5. the name and phone number of the site contact for site attendance.

 

2.3 SERVICE TARGETS

I.T On Demand will aim to meet these targets for each individual service:

 

1. Response Time

The response time is the time taken for end user’s request for service to be acknowledged, and shall be deemed to have occurred upon advice by I.T On Demand that the fault has been identified by remote diagnostics and that action has commenced to rectify the fault.

Response Time

Priority 1: 1 Hr

Priority 2: 4 Hr

Priority 3: 8 Hr

Priority 4: 24 Hr

 

2. FEEDBACK FREQUENCY

The feedback progress to end user shall be:

Standard SLA

Priority 1: Every 1 hour

Priority 2: Every 4 hours

Priority 3: Every 8 hours

Priority 4: Every 48 hours

 

3. Network Availability

Network Availability will be measured in terms of unavailable time. Unavailable time includes that due to faults and unplanned outages. Unless otherwise noted, unavailability due to faults will begin from when the fault is notified to the I.T On Demand Helpdesk, to when the fault is reported as resolved.

 

4. Measure Standard SLA

Target Availability 99.7% Business hours

RTT <0.8 secs

Minimal traffic loading

 

5. Planned Outages

Except in cases of emergency, I.T On Demand will endeavour to provide end user with 5 working days advance notice of any planned maintenance. Planned outages that are notified do not contribute to Network Availability figures.

 

6. Target Restoration Time

Service Restoration Time is the period commencing when a service fault report is received by the Helpdesk and ends when the service has been restored. Repair occurs when the service is returned to full working order. In some cases a temporary repair may be performed to enable use of the service before permanent repair has taken place.

Standard SLA

Priority 1: 6 hours

Priority 2: 12 hours

Priority 3: Next business day

Priority 4: Three business days

The above restoration times may be extended by reasonable travelling time to the end user’s site.