Our four-step incident and resolution process. 1 SERVICE LEVEL AGREEMENT (SLA) The crucial part is that the level of priority is agreed with the customer raising the issue with the service desk team. We believe in keeping things as simple as possible. You have an issue. We’re here to solve it. First, we establish a priority level for your incident. It is not up to us to decide how the incident has affected you; it is up to us to resolve it. Each incident raised is allocated an Impact (High, Medium, or Low) and an Urgency (High, Medium, or Low).
Once we’ve established the level of priority, then we assign a time frame for when you can expect a response to your incident report, and when you can expect it to be resolved. For example, if a productive system goes down and your business processes are severely affected, it’s going to rate highly in terms of Impact and Urgency. Turn the page to see our response times that we guarantee with an SLA. Other problems - ones that may have little to no effect on your organisation - would rank lower down the scale. IMPACT URGENCY PRIORITY HIGH HIGH 1 HIGH MEDIUM 2 MEDIUM HIGH 2 MEDIUM MEDIUM 3 MEDIUM LOW 4 LOW MEDIUM 4 LOW LOW 5