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
Response	1hr	2hrs	8hrs	8hrs
Onsite if required	2hrs	4hrs	Best Efforts	Best Efforts
Resolve	4hrs*	2 Business Days	10 Business Days	20 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
Response	2hrs	4hrs	8hrs	8hrs
Onsite if required	4hrs	6hrs	Best Efforts	Best Efforts
Resolve	4hrs*	4 Business Days	20 Business Days	30 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

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