Standard Hours of Cover
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Many clients have extended and out-of-hours support, our standard cover runs from 7:30 am to 6:30 pm (GMT/EST) with 365 day support
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Our monitoring service runs 24x7x365 and major issues are dealt with by our out-of-hours incident team regardless of your cover, and you can elect to increase cover for critical systems if you wish.
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Our Service Level Agreements timers run only during your agreed hours of cover.
How We Set Out Priorities?
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Our Service Level Agreement timers also depend on the priority of your issue / request. When you raise a ticket with us, we make an assessment based on the information you have given us.
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We let you know the priority we have assigned, but are happy to take extenuating circumstances into account, if you think we’ve got it wrong.
Priority is based on two factors: urgency and impact
Urgency
Roughly, this is how many people are affected by the incident, e.g.
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Level 1 - Critical Impact/System Down. Complete system outage whole organization is affected
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Level 2 - Significant Impact/Severe downgrade of services and department or large group of people affected
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Level 3 - Minor impact/Most of the system is functioning properly. one person or small group of people affected
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Level 4 - Low Impact/Informational. A minor incident with low impact
Impact
Again, roughly speaking, this relates to how disruptive the incident is, e.g.
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CRITICAL - the issue is critical and one or more major business processes are stopped
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SIGNIFICANT - operational efficiency is degraded, but there is either a reasonable workaround or other members of the team are unimpeded
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MINOR - Most of the system is functioning properly there’s an easy and effective workaround, so this is more an irritation than a stoppage
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LOW - Informational
OUR PRIORITY MATRIX
