Response times & SLA
A core question we are asked within the sales process is how does our Service level Agreement works, to answer this explain more how our business model works. Where our industry routes are within Investment Banks and Brokers whether it be Development or IT Infrastructure we have to ensure that we have a quick response team ready to be deployed within seconds. If the ops team identifies a server which has stopped responding or a trade load batch operation that has not executed correctly overnight then regardless if people are in bed the call tree process will wake people from their beds if necessary to ensure that we keep production systems running 24-7.
For low severity (business as usual) IT fixes then the process is quite simple, rather than referring the user to “You only have a 4 hour SLA” if the Helpdesk can not fix the issue instantly then they will ensure with the user that the resolution time meets their expectation.
Please see below for how our service level works:
- We have a 9-5 Helpdesk in each region who can fix 75% of issues remotely over the phone (Usually instantly) these are usually Sev 2 & Sev 3
- All machines can be rebuilt over the network so if the issue on the desktop workstation is severe then the helpdesk can talk the user through a 4 click rebuild process refreshing the machine as good as new.
- We urge all clients to use ILO technology so that anyone of our engineers can have low level access to fix large issues instantly. Any engineer working on Sev 2 or 3 issues will be pulled off to fix a Sev 1 issue if in the event of multiple failures.
- If a Sev 1 issue occurs where we can not access your network remotely either hardware or network outage then an engineer will be deployed instantly regardless.
- For hardware failure to save on time whilst the engineer is being deployed the manufacturer will be contacted whilst the engineer is in transit to ensure that the Manufactures SLA is invoked at the same time as 3G.
