How we determine the SLA level
The SLA is determined by two factors, Urgency and Impact.
Urgency
This relates to how disruptive the incident is, for example:
LOW – There’s an easy and effective workaround, so this is more an irritation than a stoppage
MEDIUM – Operational efficiency is compromised, but there is a reasonable workaround, or other team members are unaffected.
HIGH – The issue is critical, and one or more major business processes have come to a halt.
Impact
This is how many people are affected by the incident, for example:
LOW – One person or small group of people affected
MEDIUM – Department or large group of people affected
HIGH – The whole organization is affected and cannot work
Once we have defined the levels of Urgency and Impact, we apply our priority matrix as follows:
PRIORITY MATRIX
HIGH
URGENCY
URGENCY
MEDIUM
URGENCY
URGENCY
LOW
URGENCY
URGENCY
HIGH
IMPACT
IMPACT
CRITICAL
HIGH
URGENCY
URGENCY
STANDARD
MEDIUM
IMPACT
IMPACT
HIGH
URGENCY
URGENCY
STANDARD
LOW
LOW
IMPACT
IMPACT
STANDARD
LOW
LOW
Once we have categorized the request into either critical, high, standard, or low we would then use this to determine our response time.
SLA – Response – Plan
You will then be allocated a helpdesk technician as quickly as possible, with critical and high classifications taking priority.
SLA – Response – Plan
You will then be allocated a helpdesk technician as quickly as possible, with critical and high classifications taking priority.
BUSINESS HOURS SLA’S
RESPONSE
PLAN
LOW
WITHIN 1
HOURS
HOURS
WITHIN 6
HOURS
HOURS
STANDARD
WITHIN 1
HOURS
HOURS
WITHIN 4
HOURS
HOURS
HIGH
WITHIN 1
HOURS
HOURS
WITHIN 2
HOURS
HOURS
CRITICAL
WITHIN 30
MINUTES
MINUTES
WITHIN 1
HOURS
HOURS
Means of notifications
Business hours are from 8:00 am to 6:00 pm, Monday through Friday.
Email: [email protected]
Ticket via Customer Portal
Call support direct ext. 718-908-2002
Business hours are from 8:00 am to 6:00 pm, Monday through Friday.
Email: [email protected]
Ticket via Customer Portal
Call support direct ext. 718-908-2002
AFTER HOURS SLA’S
RESPONSE
PLAN
LOW
N/A
N/A
STANDARD
N/A
N/A
HIGH
WITHIN 4
HOURS
HOURS
WITHIN 8
HOURS
HOURS
CRITICAL
WITHIN 1
HOURS
HOURS
WITHIN 4
HOURS
HOURS
These timers are a maximum limit, not our aim, we always aim to deliver fixes as quickly as possible. Our SLAs are the maximum wait time you should expect to receive in 95% of cases.
*The clock starts ticking upon receiving notifications by the defined method of notification.
Due to the complex nature of problems, we cannot guarantee a specific Service Level Agreement (SLA) for resolutions. However, we aim to resolve issues as quickly as possible and will keep you updated.
In certain circumstances, we will put the clock on hold – for example when we are awaiting a response from the customer with further information when we are waiting on a vendor for additional information, or waiting on approval for work that may have a temporary impact on the customer's business or if a site visit is required.
Respond
When we respond to your ticket request. This is not us just letting you know that we have your ticket, this is acknowledging to you that we understand the scope of your problem and have categorized it in our SLA matrix, and you will hear from someone in the allotted timeframe.
Plan
This is when we plan to start work on your issue. This is to keep us on track and get started on your issue and ensure expectations are met and that we are resolving your issue in good time.
Resolve
When will the issue be fixed? We aim to resolve issues in as timely a manner as possible, many issues are outside of our control, but we will ensure proper communication along the way.
Outstanding service from Adaptive Comms
These SLAs are a guide for the sales team, service team, and our customers to set expectations as to how and how quickly we will deal with a request. We will always strive to fix issues as soon as possible and we aim to exceed our SLAs in every instance.
*The clock starts ticking upon receiving notifications by the defined method of notification.
Due to the complex nature of problems, we cannot guarantee a specific Service Level Agreement (SLA) for resolutions. However, we aim to resolve issues as quickly as possible and will keep you updated.
In certain circumstances, we will put the clock on hold – for example when we are awaiting a response from the customer with further information when we are waiting on a vendor for additional information, or waiting on approval for work that may have a temporary impact on the customer's business or if a site visit is required.
Respond
When we respond to your ticket request. This is not us just letting you know that we have your ticket, this is acknowledging to you that we understand the scope of your problem and have categorized it in our SLA matrix, and you will hear from someone in the allotted timeframe.
Plan
This is when we plan to start work on your issue. This is to keep us on track and get started on your issue and ensure expectations are met and that we are resolving your issue in good time.
Resolve
When will the issue be fixed? We aim to resolve issues in as timely a manner as possible, many issues are outside of our control, but we will ensure proper communication along the way.
Outstanding service from Adaptive Comms
These SLAs are a guide for the sales team, service team, and our customers to set expectations as to how and how quickly we will deal with a request. We will always strive to fix issues as soon as possible and we aim to exceed our SLAs in every instance.