Goals and Objectives


The objectives of this are to:


  1. Provide a thorough understanding of service ownership and the roles and responsibilities.

  2. This Agreement represents a concise description of the services provided by the Service Provider.

  3. Match perceptions of expected service provision with actual service support & delivery.


Service Level


PRIORITY

HIGHEST

HIGH

MEDIUM

LOW

NORMAL

Target Response

Within 12 Hours

Within 12 Hours

Within 12 Hours

Within 12 Hours

Within 12 Hours

Response Required

2 Hours

4 Hours

Within 12 Hours

Within 12 Hours

Within 12 Hours

Resolution

Working on a continuing basis until a resolution is reached with updates in between

Within 12-24 Hours on a business day

Within 48-72 Hours on a business day

A notified resolution date 

A notified resolution date 



Service Management

  1. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

·       Email Support: 9 A.M. to 5 P.M. Monday – Friday

o   Requests received out of office hours will be forwarded as an unacknowledged ticket inbox and best efforts will be made to answer/ action the request, however, no action can be guaranteed until the next working day