It’s important for our clients to understand how service SLAs work, SLA stands for Service Level Agreement. SLAs basically outlines your responsibilities and our responsibilities in regards to turnaround times for certain aspects of our services.
SLAs apply to contracted agreement customers ONLY.
Support sla
Support SLAs relate to the acknowledgement of an issue. There is no SLA on the resolution of an issue due to the fact it depends on the nature of the issue. Other factors such as user responsiveness, availability of users workstation for remote access, etc can adversely affect our ability to solve issues.
Standard User Request (Non Urgent) 4 Hours
Standard User Request (Urgent Item) 2 Hours
Change ReQUEST SLA
Change Request SLAs relate to the completion of any requests that relate to changes being requested rather than general support. These SLAs require that you provide all information at the start of the request including anything we require either information or equipment wise in order to complete
New User Setup Request 3 Business Days
Major Information Request 4 Business Days
New Computer Setup 5 Business Days
Computer Assessment (Faults) 5-7 Business Days
Other Change Requests 3-5 Business Day/s (minimum depending on request)
SEVERITY ONE SLA
Severity One issues relate to larger outages of either network, server or internet infrastructure ONLY. These events take priority over all other support & issue resolution due to their impact on our client business.
Acknowledgement of Severity One 30 minutes
Remote Assessment of Severity One 1-2 hour/s
Resolution of Severity One depends on nature of issue, warranty coverage, upstream SLAs, etc
THINGS TO NOTE
All time spans below relate to your contracted “support hours”, this time can be found on on your support plan agreement. The SLA expires inside the support hours only, for example if a standard user request non urgent is lodged at 3:30PM on a 9AM-5PM coverage the issue is not due for acknowledgement until 11:30AM the following coverage day.
“Urgency” is an assessment weighed by Next Edge Pty Ltd against both the technical urgency and business urgency of the request, we understand that individual users may treat requirements as personally urgent however personal urgency takes a back seat to overall issue priorities across our client base. We make all efforts to ensure we deliver the best service to our customers at all times. Please note that requested based on lack of planning or notice does not justify an emergency for our team.
Any & all requests requiring onsite attendance will be scheduled based on level of severity & impact against engineer availability to attend. Priority will be given to tasks that are having a greater technical impact to the operation of the customer business as a whole. We aim to attend to all requests requiring onsite attendance within 30-45 business days of the issue being raised.