Central Support Help Desk SLA

Service Level Agreement Objectives

To provide an environment which ensures minimal response times for end users.
To ensure that our IT Professionals achieve a greater quality of service for end users.
To ensure that our QUBYTE Central Support team understands the service requirements/capabilities on objects/goals in measurement of service levels.
To provide our clients with factual data that represents our services and solution metrics.
To outperform our internal SLA’s, exceeding industry standards.

Average Response Time

Priority Level	Daytime Average Response	After Business Hours Average Response
Urgent	15-25 Min	30 Min-1 Hour
High	30-45 Min	1-2 Hours
Normal	30 Min-2 Hours	2-3 Hours
Low	1-2 Hours	4-6 Hours

The chart above refers to the initial average phone or email response time to our client support requests.

Urgent – Total System and Operational Failure

High – Partial System and Operational Failure

Normal – Able to work on most business functions

Low – Able to perform most or limited core business functions, user questions, non-business tasks, etc.

Support Level

Business Incident

Business Problem

Non-Business Problem

Non-Business Incident

Questions and Tasks

Resources

Resource

Resources

Urgent

2-3+

1-2

High

1-2

Normal

1-2

Low

Resources = QUBYTE IT personnel involved in an incident or problem.