Service Level Agreements

SLA – Excelle Total (Gold)

P1 – CriticalP2 – High P3 – MediumP4 – Low
Response1hr1hr8hrs8hrs
Onsite if required 2hrsASAPBest EffortsBest Efforts
Resolve4hrs*2 Business Days10 Business Days28 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 Plus (Silver and Bronze)

P1 – CriticalP2 – High P3 – MediumP4 – Low
Response1hr2hrs8hrs8hrs
Onsite if required 4hrsBest EffortsBest EffortsBest Efforts
Resolve4hrs*4 Business Days20 Business Days45 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