Service Level Agreements (SLA’s)

In order to maintain client satisfaction, Sweetwater Technology Services establishes and monitors SLA’s to ensure our timeliness in responding, beginning work and resolving tickets. Helpdesk Ticket priorities are determining Severity (# of users affected) and Impact (business workflow).

Urgency - Low One single user or small group of users is affected
Urgency - Medium Multiple users or a large group of users are affected
Urgency - High Entire Department(s) or Whole Company is affected
 
Impact - Low Business is degraded, but there is a reasonable workaround
Impact - Medium Work stoppage without a workaround
Impact - High Major business processes are stopped

Priority Matrix

  High Urgency Medium Urgency Low Urgency
High Impact Priority 1 Priority 2 Priority 2
Medium Impact Priority 2 Priority 2 Priority 3
Low Impact Priority 3 Priority 3 Priority 4

SLA Response Goals - Premium & Essentials Managed Service Plans

Priority Respond Within Have a Plan Within Resolution Within Goal %
Emergency Response - P1 12 Minutes .5 Hours 4 Hours 90
Quick Response - P2 12 Minutes 2 Hours 8 Hours (1 day) 90
Normal Response - P3 12 Minutes 16 Hours 24 Hours (3 days) 90
Extended Response - P4 12 Minutes 40 Hours 80 Hours (2 weeks) 90

SLA Response Goals – Basic/Starter Managed Service Plans

Priority Respond Within Have a Plan Within Resolution Within Goal %
Emergency Response - P1 .4 Hours 2 Hours 8 Hours 90
Quick Response  - P2 .4 Hours 4 Hours 16 Hours 90
Normal Response - P3 .4 Hours 24 Hours 36 Hours 90
Extended Response - P4 .4 Hours 60 Hours 120 Hours 90