Service Level Agreement (SLA) Documentation

How SLAs Works

Service Level Agreement (SLA) Documentation

Overview

Service Level Agreements (SLAs) define the commitments between the service provider and its clients. They outline response and resolution times, escalation procedures, and operational parameters to ensure consistent service quality. This document categorizes SLAs by tiers and priorities to provide a clear framework for incident management.

SLA Tiers

1. Standard SLAs

Designed for general service needs with moderate urgency.

  • High Priority
    • Response Time: 4 Hours
    • Resolution Time: 3 Days
    • Escalation: 2 Levels
    • Operational Hours: Working Hours
  • Medium Priority
    • Response Time: 4 Hours
    • Resolution Time: 4 Days
    • Escalation: 2 Levels
    • Operational Hours: Working Hours
  • Low Priority
    • Response Time: 4 Hours
    • Resolution Time: 5 Days
    • Escalation: 2 Levels
    • Operational Hours: Calendar Hours

2. Silver SLAs

Enhanced for clients requiring quicker responses.

  • High Priority
    • Response Time: 4 Hours
    • Resolution Time: 2 Days
    • Escalation: 2 Levels
    • Operational Hours: Working Hours
  • Medium Priority
    • Response Time: 4 Hours
    • Resolution Time: 3 Days
    • Escalation: 2 Levels
    • Operational Hours: Working Hours
  • Low Priority
    • Response Time: 4 Hours
    • Resolution Time: 4 Days
    • Escalation: None
    • Operational Hours: Working Hours

3. Gold SLAs

Premium tier offering rapid response and resolution.

  • High Priority
    • Response Time: 90 Minutes
    • Resolution Time: 4 Hours
    • Escalation: 2 Levels
    • Operational Hours: Working Hours
  • Medium Priority
    • Response Time: 90 Minutes
    • Resolution Time: 1 Day
    • Escalation: 2 Levels
    • Operational Hours: Working Hours
  • Low Priority
    • Response Time: 90 Minutes
    • Resolution Time: 2 Days
    • Escalation: 2 Levels
    • Operational Hours: Working Hours

4. Platinum SLAs

Designed for mission-critical operations.

  • High Priority
    • Response Time: 90 Minutes
    • Resolution Time: 4 Hours
    • Escalation: 2 Levels
    • Operational Hours: Working Hours
  • Medium Priority
    • Response Time: 90 Minutes
    • Resolution Time: 1 Day
    • Escalation: 2 Levels
    • Operational Hours: Working Hours
  • Low Priority
    • Response Time: 90 Minutes
    • Resolution Time: 2 Days
    • Escalation: 2 Levels
    • Operational Hours: Working Hours

5. Platinum Plus SLAs

Highest level of service for critical cases.

  • Code 1 Cases
    • Response Time: 30 Minutes
    • Resolution Time: 2 Hours
    • Escalation: 2 Levels
    • Operational Hours: Calendar Hours
  • Code 2 Cases
    • Response Time: 90 Minutes
    • Resolution Time: 1 Day
    • Escalation: 2 Levels
    • Operational Hours: Calendar Hours
  • Code 3 Cases
    • Response Time: 90 Minutes
    • Resolution Time: 2 Days
    • Escalation: 2 Levels
    • Operational Hours: Calendar Hours

Key Definitions

  • Response Time: Time taken to acknowledge a reported issue.
  • Resolution Time: Time required to resolve and close the issue.
  • Escalation Levels: Hierarchy levels for escalating unresolved issues.
  • Operational Hours:
    • Working Hours: Monday to Friday, 9:00 AM to 5:00 PM.
    • Calendar Hours: 24/7, including weekends and holidays.

Conditions

Each SLA tier applies based on priority levels, service agreements, and specific conditions outlined as follows:

  1. Standard SLA:

    • Applies to all clients under the basic service agreement.
    • Priorities: High, Medium, Low.

  2. Silver SLA:

    • Assigned to clients requiring enhanced service.
    • Priorities: High, Medium, Low.

  3. Gold SLA:

    • Clients opting for premium service receive this SLA.
    • Priorities: High, Medium, Low.

  4. Platinum SLA:

    • Exclusive for mission-critical environments.
    • Priorities: High, Medium, Low.

  5. Platinum Plus SLA:

    • Applied for specific critical scenarios identified by codes (e.g., Code 1, Code 2, Code 3).

Escalation Workflow

  1. Initial Response:
    • If not addressed within the response time, the issue escalates to the next level.
  2. Resolution Escalation:
    • Issues unresolved within the defined resolution time escalate through higher support levels.
  3. Final Escalation:
    • Critical cases are escalated to senior management if unresolved after two levels.

Operational Standards

  • All SLAs adhere to strict monitoring and reporting to ensure compliance.
  • Quarterly reviews will assess SLA adherence and allow for adjustments based on performance metrics.