Service Level Arrangement

Service Level Arrangements (“SLA”)

By entering and signing the proposal, the Customer acknowledges and agrees to the terms of this SLA and our Master Services Agreement as set out at www.superfast-it.com/master-services-agreement (“Agreement”) and that such terms are incorporated by reference herein.

This SLA, the Agreement, the proposal and any other document agreed between the Parties, constitutes the entire agreement between the Parties in relation to the supply of the Services identified therein, to the exclusion of all other terms, including any which either Party may purport to apply under any other document.

Definitions and interpretation:

1. Except as defined in this SLA, all capitalised terms used in this SLA shall have the meaning given to them in the Agreement.
2. The terms set out in this SLA are in addition to and should be read in conjunction with the terms of the Agreement. In the event of a conflict, the provisions of this SLA shall take precedence over the Agreement.

 

MANAGED SERVICES

Service Availability

Incident Urgency

 

 

Incident Impact Level

 

 

Incident Priority Matrix

 

 

Incident Management

For issues that require the Supplier to log a case with a third party (including but not limited to Microsoft), the Supplier will stop their SLA clock running.

The Supplier will pause their SLA clock under the following circumstances:

• The issue relates to the Customer owned infrastructure
• The Supplier has requested further information or are waiting for actions to be carried out by Customer staff

 

SLA Table

 

 

Incident Escalation

Incidents are managed within through our IT Service Management solution. Incidents that move outside SLA are automatically escalated as follows: