![]() In this manner, resources are allocated fairly across all our clients in logical manner and resources allocated to genuine need. A MEDIUM impact and HIGH urgency would be given a PRIORITY 2 level.Ī Ticket priority system is an essential component of a well managed response system.an issue of HIGH impact but MEDIUM urgency would be given a Priority 1 Level.For our contract clients we utilise the following matrix to arrive at a PRIORITY level: The priority level for a particular job is determined based on the IMPACT of the problem and the perceived URGENCY as conveyed by the client. H owever, the situation may escalate, or we might get this wrong, so please let us know if you think any issue warrants a different priority level and why. We are very familiar with your business and are generally able to make this determination accurately. The priority level will initially be determined by Calibre One. Who determines the PRIORITY level of the issue? No one can get to the internet – for most companies a P3 (for ones with complete dependence on Internet for their line of business application this could be a P1 or P2).The server is down – its taken our mail, files and whole companies login ability offline – A P1.The companies EMAIL is not working – a P2.If it’s payday and you’re the CFO then it would be a P2!. My computer is not booting – Unless you’re the CFO or you’re doing Payroll for your company, this is likely a P3.Priority 5 (P5) – The issue is a background or planned task and will be addressed when time permits or on the planned date.Priority 4 (P4) – The issue is an inconvenience or annoying but there are clear workarounds or alternates.Priority 3 (P3) – The clients’ core business is unaffected but the issue is affecting efficient operation by one or more people.Some aspects of the business can continue but its a major problem. Priority 2 (P2) – A major component of the clients’ ability to operate is affected.Priority 1 (P1) – A complete business down situation or single critical system down with high financial impact.What are Calibre One’s normal SLA definitions?Ĭalibre One defines our ticket PRIORITY levels as follows: Having a clear understanding of the SLAs associated with your maintenance agreement helps understand priorities, how work is allocated and sets expectations. Don’t have their info? Go to Contact Us and select IT Support for all the ways to contact us. However, if you have a particular system that requires a high er level of response or uptime there are options available – your account manager will be able to assist you with developing a solution to meet your needs. What if I want Guaranteed RESOLUTION Times?Ī guaranteed resolution time will not be provided under Calibre One’s standard terms. Yet both these problems might be classed as ‘severe’, thus falling under the same resolution time. If this happens, it may take a day or two to replace the disk, reinstall software and restore data from backups. However, a server may also go offline because its hard disk has failed. This is because the most severe, disruptive problems (like hardware failures) can take longest to fix and are often outside the immediate control of a service provider.įor example a server crash can sometimes be resolved by simply restarting the server. YES – Most support agreements will not guarantee resolution times. ![]() So you Guarantee to Respond but Not Fix it? Issues have to be raised in a specific way – for example an online system or via a help desk. In the case of service agreements, SLAs usually revolve around response times and how long it will take a service provider to respond when you raise an issue. SLAs establish customer expectations with regard to the service provider’s performance and quality in a number of ways. Most maintenance agreements have an SLA or Service Level Agreement component. An introduction to Service Level Agreements
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