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
|
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 |
Resources |
Resources |
||
Urgent |
2-3+ |
2-3+ |
1-2 |
1-2 |
1-2 |
|
High |
2+ |
2+ |
1-2 |
1-2 |
1-2 |
|
Normal |
1-2 |
1-2 |
1 |
1 |
1 |
|
Low |
1 |
1 |
1 |
1 |
1 |
Resources = QUBYTE IT personnel involved in an incident or problem.
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