Service Level Agreements

SLA – Excelle Total (Gold)

P1 – Critical

  • The failure creates a serious business and financial exposure
  • The failure affects a large number of users
  • The failure causes users to be unable to work or perform some significant portion of their job
  • The is no workaround (the job cannot be performed any other way)


P2 – High

  • The failure creates a serious business and financial exposure
  • The failure affects a large number of users
  • The failure causes users to be unable to work or perform some significant portion of their job
  • The is no workaround (the job cannot be performed any other way)
  • There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way).
  • *P2s can also be assigned to time sensitive tickets – i.e. a user account needs to be disabled immediately


P3 – Medium

  • The failure creates a low business and financial exposure.
  • The failure causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks.
  • The application failure affects a small number of clients.
  • There may or may not be an acceptable workaround to the problem.


P4 – Low

  • The failure creates a minimal business and financial exposure.
  • The failure causes the client to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.
  • The failure may only affect one or two clients.
  • There is likely an acceptable workaround to the problem.
  • Request for information will be classed as P4



Response1hr2hrs8hrs8hrs
Onsite if required 2hrs4hrsBest EffortsBest Efforts
Resolve4hrs*2 Business Days10 Business Days20 Business Days
  • DR or Critical
  • If without DR, SS Service Delivery will provide an action plan within 2 hours of issue being logged on how we plan to resolve

SLA – Excelle

P1 – Critical

  • The failure creates a serious business and financial exposure
  • The failure affects a large number of users
  • The failure causes users to be unable to work or perform some significant portion of their job
  • The is no workaround (the job cannot be performed any other way)


P2 – High

  • The failure creates a serious business and financial exposure
  • The failure affects a large number of users
  • The failure causes users to be unable to work or perform some significant portion of their job
  • The is no workaround (the job cannot be performed any other way)
  • There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way).
  • *P2s can also be assigned to time sensitive tickets – i.e. a user account needs to be disabled immediately


P3 – Medium

  • The failure creates a low business and financial exposure.
  • The failure causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks.
  • The application failure affects a small number of clients.
  • There may or may not be an acceptable workaround to the problem.


P4 – Low

  • The failure creates a minimal business and financial exposure.
  • The failure causes the client to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.
  • The failure may only affect one or two clients.
  • There is likely an acceptable workaround to the problem.
  • Request for information will be classed as P4


Response2hrs4hrs8hrs8hrs
Onsite if required 4hrs6hrsBest EffortsBest Efforts
Resolve4hrs*4 Business Days20 Business Days30 Business Days
  • DR or Critical
  • If without DR, SS Service Delivery will provide an action plan within 4 hours of issue being logged on how we plan to resolve