Support levels and SLA

The breach is recorded in the monthly report and under the contract we pay a penalty, usually calculated as a percentage of the monthly fee for that period. The obligation is one-sided: the penalties are in your favour, not ours.

The initial priority is set by the duty engineer using the matrix, but you can raise it. If you believe the issue is more critical than we judged, just say so: we will not argue and will raise the priority.

No. Response is when an engineer picks up the request and contacts you. Recovery is when the service works again. The second is always longer and is affected by factors outside our control, such as waiting for a spare part or for the provider to reply. Such pauses are not counted in the SLA.

Yes, moving to a higher level is arranged by a supplementary agreement and takes effect from the following month. Moving down works the same way, though we usually suggest first understanding why the chosen level turned out to be more than you needed.

Once a month you receive a report: how many requests there were, at which priorities, where the targets were met, where they were not and why. The report is generated from the tracking system rather than written by hand.