SLA – measures

ServiceNet services are underpinned by contracted SLA. Please raise Service Desk requests here.
Severity 1. Critical

  • Where there is a problem that affects an entire business function, application or particular Customer’s client agency’s executive staff, and where there is the potential for adverse effects on business, loss of revenue or public (or political) repercussions.
  • eg: an agency’s primary link with ServiceNet loses Internet connectivity
  • eg: ServiceNet is not properly routing mail to the agency
  • Response to your request within normal working hours: within 10 minutes
  • Response to your request outside of normal working hours: within 30 minutes
  • Target SLA: 95%

Severity 2. High

  • Where there is a single problem that affects a group (business unit) affects their Internet/Intranet services but may not cause adverse effects to business, loss of revenue or public (or political) repercussions.
  • eg: an agency’s secondary link with ServiceNet loses Internet connectivity
  • eg: an agency website (hosted by ServiceNet) is down
  • Response to your request within normal working hours: within 30 minutes
  • Response to your request outside of normal working hours: within 4 hours
  • Target SLA: 90%

Severity 3. Medium

  • Where there is a single problem that affects a group (business unit) but does not completely stop their Internet/Intranet services.
  • eg: DNS troubleshooting
  • eg: webspace FTP account issues
  • Response to your request within normal working hours: within 4 hours
  • Response to your request outside of normal working hours: within 12 hours
  • Target SLA: 85%

Severity 4. Non-critical

  • Where a single individual has a problem with a device or application, which affects their complete service.
  • eg: request for new webspac
  • eg: request for update to DNS
  • Response to your request within normal working hours: within 24 hours
  • Response to your request outside of normal working hours: within 48 hours
  • Target SLA: 80%