Example SLA
What our service levels look like in writing
This is an example of the priority definitions and service levels in a Collett Systems managed IT agreement. Final targets are set in your own service agreement.
Priority definitions
| Priority | Definition | Examples |
|---|---|---|
| P1 Critical | Production, a plant-wide system, or all users cannot work, or a suspected or active security incident | Internet down, network outage on the plant floor, ransomware alert, compromised account |
| P2 High | Several users or a business-critical system degraded, with no workaround | Shared printer for production labels down |
| P3 Normal | One user affected, or a workaround exists | Laptop issue, one mailbox not syncing |
| P4 Low | Service requests, scheduled changes, and questions | New user with advance notice, permission change, how-to question |
Service levels
| ID | Service level | Standard | Target per period | Measured from |
|---|---|---|---|---|
| SL-1 | P1 Response | Within 1 hour during Business Hours. Optionally within 2 hours outside Business Hours for P1 requests reported to the emergency phone line or via automated telemetry. | 95% of P1 requests | Ticketing system |
| SL-2 | P2 Response | Within 2 Business Hours | 90% of P2 requests | Ticketing system |
| SL-3 | P3 Response | Within 8 Business Hours | 90% of P3 requests | Ticketing system |
| SL-4 | P4 Response | Within 2 Business Days | 90% of P4 requests | Ticketing system |
| SL-5 | Critical security alert | For alerts the managed detection and response service classifies as critical on a Covered System: containment action or notice to the client's designated security contact within the MDR vendor's committed time, 24 hours a day | 95% of critical alerts | MDR / EDR console |
| SL-6 | Failed backup remediation | Remediation begins within 1 Business Day after a failed scheduled backup of a Covered System | 90% of failed jobs | Backup console |
| SL-7 | Test restore | One documented test restore per calendar quarter of a Covered System selected with the client's input, with results in the next monthly report | 1 per quarter | Monthly report |
| SL-8 | Security patching | Critical and security operating-system updates installed within 30 days of vendor release on managed endpoints online during the period | 95% of endpoints | RMM |
| SL-9 | Monthly report | Delivered by the 10th Business Day of the following month, including the Service Level scorecard | Every month | Delivered report |
| SL-10 | Quarterly business review | Held once each calendar quarter. Met if the client does not accept either of two dates offered within the quarter. | Every quarter | Meeting record |