We are delighted to announce that as of 1st July 2021, we will be rolling out our new Service Level Agreements (SLAs) to all existing IT Support Contracts.
These improvements have been made to ensure our Service Desk continues to deliver an excellent service to our customers by utilising a service management framework (ITIL).
This means from the 1st of July tickets will be assigned a priority level between 1 – 5, which is determined by two key factors – urgency and impact.
- Low – There is a simple workaround, and this is not an issue that stops the user form working
- Medium – Service is reduced, but there is a feasible work-around
- High – The issue is critical and it’s affecting a major business service
- Low – One user is affected
- Medium – More that one user is affected
- High – All users are affected
Quick Fix List
We have also introduced a ‘Quick Fix List’ which is excluded from our SLAs and covers issues which will be actioned straight away; so that users are not waiting to get back into their systems. The Quick Fix List includes login issues such as account lockouts and forgotten passwords, that are logged via a telephone call.
How to log tickets
We would recommend logging a ticket via one of the below methods:
- Client Portal
- Remote Agent
- Emailing our service desk on firstname.lastname@example.org
- Telephone – Recommended for our ‘Quick Fix List’ and priority 1 or 2 incidents
Please watch our client videos video for more information with detailed examples.
As many of you will be aware, your current SLAs are for First Response only and are either 8 hours or 4 hours. Our new priority-based system will significantly improve response times and with our ‘Quick Fix List’ will reduce call waiting times.
The First Response SLA is the maximum time before one of our Service Desk Engineers will update you that the ticket has been accepted and that they are now reviewing the incident or request.
The Resolution Plan SLA is the maximum time before you can expect a meaningful update or fix to your incident.
What to Expect
Please note there is nothing for you to do and these SLAs will automatically go live from 1st July. However, through the new SLAs we do recommend different methods for raising tickets to achieve a faster response, for example, via the client portal or the remote agent.