Service Level Agreements
 

Guys,

Need a little help here, so can any software support/development folk tell me what service levels you have in place with call prioritys.....and maybe if you can an example of each.

Really just the criticality levels, not penalties etc....................
We don't offer money back, infact our company song is Only fools and horses "No money back no guarantee" :D

Thanks,

Shaun

Critical Call (Total loss of a service) Call back from an engineer within an hour
Major Call (Partial loss of one or more services) Call back from an engineer within 2 hours
Minor Call (Service affected but still operational) Call from an engineer within 5 hours
Request (No service is affected - request for action) call from an engineer within 2 days
Information (No service is affected - request for information) call from an engineer within 5 days

yhpm

Steve

You've got a reply Steve.

Shaun