What does a typical Service Level Agreement (SLA) look like for managed IT support? Most IT support providers will tailor their SLAs to their clients’ business requirements. However, SLAs are a standardised structure, so to get an idea of what to expect read on...
SLAs depend on the agreed hours cover, the priority of your IT incident, what systems are covered, and the agreed support level/s. So, for example, you may want to exclude telephony from the support service if you already have that support via another provider. The clock starts the minute one of your users makes contact, but only during the hours your support cover has been specified for. Such as your key operating hours.
Below is an example of what to expect from an accredited Service Desk provider like UKN Group.
Service Level Agreements – Common IT Support SLAs
How quickly can you expect a response to an IT incident? At UKN Group we pride ourselves on a quick response to telephone calls, emails and self-service requests. We’ll pick up the phone within three rings and respond to other types of contact as soon as they’re received.
We will discuss the SLA with each individual client, however our response time commitment for different priority tickets could look like this:
- Critical: response time 30 minutes. Target - 95% within response time, 100% within 4 hours
- High: response time 30 minutes. Target - 95% within response time, 100% within 4 hours
- Medium: response time 1 business day. Target - 100% within response time
- Low: response time 1 business day. Target - 100% within response time
When we receive a request, we assign a priority to the ticket based on the information given to us. Priorities are aligned with your business operations. As part of the service take on process, we will discuss the impact of different types of tickets on your organisation. As well as impact, priority is also based on severity – how many people or functions are affected by the issue.
A low impact problem is something that can be worked around easily without adversely impacting productivity. Whereas a high impact problem is one where critical business processes and functions are affected – such as if no one can access the sales system.
A low severity issue affects just one or two people (and may also factor in the type of role they do in your organisation). High severity issues affect the whole team or a critical department or person.
How long will it take for an IT issue to be resolved and your users to be back up and running? Here’s a typical example.
- Critical: resolution time 4 hours. Target - 95% within response time
- High: resolution time 8 hours. Target - 95% within response time
- Medium: resolution time 16 hours. Target - 95% within response time
- Low: resolution time 40 hours. Target - 95% within response time
Infrastructure Monitoring and Management
Alongside service desk support, most providers also offer full infrastructure monitoring and management via a Network Operations Centre (NOC). This is usually a 24x7x365 service. Once the alert/incident is received and logged and any relevant technical data captured, the incident will be completed on receipt or assigned to the relevant technical team for further investigation and resolution.
At UKN Group our SLA policy undertakes to meet or exceed all SLA parameters of service, whilst consistently improving service levels, customer satisfaction and making recommendations, where possible, for the possibility to reduce costs.
One of the key reasons our clients outsource IT support to our service desk is to get greater value for money. It’s in our interest to drive efficiencies and add more value by taking a proactive approach to our service delivery. We know that if our clients think they can get the same quality of service cheaper elsewhere, they may jump ship! Our support analysts therefore don’t just fix issues when they arise but also explore why they happened in the first place, and where possible take action to prevent them happening again. This information is also fed into our regular service reviews where we might make further recommendations of how to reduce incidences and get more out of your IT.
If you have any questions about SLAs and service improvements, please get in touch.