Service Level Agreement (SLA)

VALID FROM 1 JUNE 2019
technologywithin continually reviews its systems and procedures for the provision and support of services in order to raise the standards of delivering such services in an effective and responsive manner.
This service level agreement represents the joint effort of technologywithin and the Customer to create a shared understanding about services and responsibilities and should be read in conjunction with the contract for the supply and provision of services.
This service level agreement will be reviewed annually.
Definitions
Resolution Target
The measured time period from notification of a fault to the return of service availability as agreed and accepted by the Customer in accordance with the service level.
Regular Updates
The time period between which updates on progress on the fault will be provided to the Customer.
Normal Office Hours
08:30 -17:30 - Monday to Friday, excluding English public holidays.
Customer
Any customer of technologywithin who re-sells services (for example a business centre or serviced office owner).
End User
Either a direct customer of technologywithin who does not resell services, or a company who uses technologywithin services and is billed by a technologywithin Customer (for example either a directly served independent company, or a business centre occupier).
Customer Delay
Status of a ticket when waiting for response from the Customer, End User or a relevant subcontracted party. The resolution time will be lengthened for the duration of this time.
SERVICE SUPPORT DESCRIPTION
The services covered by the SLA, delivered by technologywithin to the Customer and/or the End User, are detailed in the contract.
The support of these services, which shall be provided in a timely manner during normal office hours, is coordinated by technologywithin using trained personnel and network management and monitoring facilities designed to ensure continuity of service. Faults are logged via the technologywithin Customer Support Department on an integrated service management system to facilitate consistent customer support and service delivery.
The support of these services, which shall be provided in a timely manner during normal office hours, is coordinated by technologywithin using trained personnel and network management and monitoring facilities designed to ensure continuity of service. Faults are logged via the technologywithin Customer Support Department on an integrated service management system to facilitate consistent customer support and service delivery.
SERVICE SUPPORT DESCRIPTION
Support Department
Contact times
Normal Office Hours
Telephone
020 7953 8800
In the event of a problem with the services, the Customer or End User should report the fault to the technologywithin Customer Support Department. The fault may alternatively be picked up by the active monitoring run by technologywithin.
The Customer or End User may escalate a problem that has not been resolved to their satisfaction, by using the escalation procedure detailed in this document.
When a service requires to be temporarily taken out of service by either party for necessary planned work (for example modification or upgrade), an outage will be agreed with the Customer using the outage procedure detailed in this document. This procedure minimises any disruption caused by the outage. Reasonable endeavours will be used to accommodate the Customer’s requirements in the timing and duration of any service breaks. Whenever possible, planned work will be carried out with no disruption to services. For services requiring site attendance by technologywithin staff, the Customer is responsible for organising site access (both in and outside Normal Office Hours). If there is a delay to access from the Customer’s side, then any relevant resolution target times will be considered in Customer Delay whilst this is resolved.
In order to provide the support service, technologywithin may need to involve third parties. If the third party is within the control of technologywithin (for example, a direct subcontractor) then the SLA provided will not be impacted. However, if the third party is not within the direct control of technologywithin (for example, another IT partner of the Customer/End User), then resolution target times will be considered in Customer Delay whilst waiting for the third party for appropriate response.
Certain customers may be provided with additional methods to log faults, for example users of our Mojo platform are able to raise tickets online via their Mojo login.
ADDS, MOVES OR CHANGES TO EXISTING SERVICE
AMC refers to “Adds, Moves or Changes” such as orders, additions and changes to existing services which should be sent to requests@technologywithin.com
The target response time for the AMC category is 3 working days.
If the AMC is to be scheduled for a future date, we request that notification of an AMC is given 7 working days in advance of schedule where possible to ensure staff availability.
For urgent AMC requirements, we will endeavour to respond significantly quicker but strongly suggest the request is followed up with a telephone call to establish if this is possible.
For urgent AMC requirements, we will endeavour to respond significantly quicker but strongly suggest the request is followed up with a telephone call to establish if this is possible.
SEVERITY LEVEL, RESPONSE AND RESOLUTION
Resolution Commitment for Support Services
Severity Level
Initial Response
Regular Updates
Resolution Target
Resolution Target
Severity Level 1
30 minutes
2 hours
4 hours
All hours
Severity Level 2
1 hour
3 hours
6 hours
Normal Office Hours
Severity Level 3
4 hour
6 hours
16 hours
Normal Office Hours
Severity Level 4
8 hour
8 hours
24 hours
Normal Office Hours
Severity Level 5
48 hour
None
None
 
Please note that all service requests are logged by default at severity level 3. If the customer feels a reported problem is of higher urgency, then it is important that they notify the Customer Support Department (by telephone where possible). The ultimate decision about the severity level remains with technologywithin.
For purposes of the above table, the following definitions apply:
• Severity Level 1: Critical system disruption, for example major disruption in business-critical system operability or functionality – internet and telephony - affecting a site or many End Users, a server crash or total system failure. A site outage.
Examples: a site connectivity outage, failure of the phone system across many End Users, central server failure meaning core services (internet or telephony) are not available to large number of End Users.
• Severity Level 2: Severe system disruption, for example disruption in business-critical functionality that does not impact the entire system such as core services – internet/telephony – unavailable for a small number of End Users.
Examples: switch failure at a Customer site affecting multiple End Users (but not the entire site), partial failure of telephony affecting a number of End Users on different sites.
• Severity 3: Single function failure, for example a minor disruption in operability or functionality that does not impact the entire system such as: isolated printing failure, isolated workstation/terminal/phone failure.
Examples: Single computer or telephone unable to function, partial failure of key service, for example unable to access specific internet sites.
• Severity 4: Smaller faults, questions or enhancement requests, for example programming or configuration related questions, questions relating to functionality or operability.
• Severity 5: Minor/negligible faults which have no discernible business impact, for example issues with formatting or cosmetic issues which do not affect operability.
Further examples relating the service levels to our CRM product:
• Severity Level 1: Service is down or wholly unavailable, data is corrupted or lost requiring restore from backup.
• Severity Level 2: Service is operational but highly degraded performance with major impact on usage, important features of the SAAS products are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
• Severity Level 3: System performance issue or bug, affecting some but not all users of the service, the service is still usable and the issue does not have a critical impact on your business continuing to function. Short-term workaround is available, but not scalable.
• Severity Level 4: Enquiry regarding a routine technical issue, information requested on application capabilities, navigation or configuration; bug affecting a small number of users. Acceptable workaround available.
• Severity Level 5: Bug which has nothing other than a minor cosmetic effect.
Resolution Target for Service Requests
technologywithin will endeavour to meet the above Resolution Target for faults relating to technologywithin owned or supported equipment. However, if during the fault investigation technologywithin identify that the problem lies within the infrastructure outside of the control of technologywithin (for example power, physical environment or similar) then the Resolution Target may be affected.
The Severity Level will be agreed with the Customer during the receipt of a fault and in accordance with the agreed fault criticality definitions.
If the Severity Level of an open ticket is changed, the Customer will be notified and the Resolution Target will be adjusted to match the new category. If time has already passed when troubleshooting the ticket, this will be reset at the point the category is changed.
In the event of a multiple service failures, the Customer will assist technologywithin by prioritising the lost services to be restored.
FAULT REPORTING AND ESCALATION PROCEDURES
Fault Reporting Procedure
The Customer or End User should report all faults to the technologywithin Customer Support Department.
The Customer Support Department will supply a Service Request Reference Number when the service fault is reported.
When the service failure has been cleared, technologywithin will contact the Customer to confirm the fault closure details.
Fault Reporting Procedure
In the event of the Customer being dissatisfied with technologywithin’s response to a service request, the Customer should contact the following personnel, in the specified order:
Escalation Levels
technologywithin Staff Member
Time
First Level
technologywithin Support Department
< 1 hr
Second Level
technologywithin Support Team Manager Simon Lewis (deputy Chris Perkins)
> 1 hr
Third Level
technologywithin Technical Director Adam Case
> 4 hr
 
Contact times
Telephone
E-mail
Support Department
Normal Office Hours
020 7953 8800
Simon Lewis
Normal Office Hours
020 7953 8822
Chris Perkins
Normal Office Hours
020 7953 8850
Adam Case
Normal Office Hours
020 7953 8800
PLANNED OUTAGE PROCEDURES
technologywithin Planned Outage Procedure
This procedure is used if it is necessary for technologywithin to temporarily remove any service provided to the Customer or End User. We will aim to give a minimum of 5 business days notice to the Customer prior to the planned outage, however there may be exceptions to this under extreme circumstances which will be clearly communicated with the Customer.
• technologywithin will contact the Customer and agree the reason, outage date and time.
• technologywithin will confirm the outage commencement with the Customer.
• technologywithin will advise the Customer when the outage is complete and confirm that service has been restored.
Customer Planned Outage Procedure
This procedure is used if it is necessary for the Customer to take any action that will have an effect on the services provided by technologywithin.
• The Customer will report to technologywithin Customer Support Department all planned actions and endeavour to provide a minimum of 5 business days’ notice where possible.
• The Customer will confirm outage commencement with technologywithin.
• The Customer will advise technologywithin when the outage is complete.
COMMITTED SERVICE LEVELS FOR CORE NETWORK, VOICE NETWORK, LEASED LINES
Committed Availability
Monthly overall network target availability 99%.
Our commitment is that we will do everything reasonably possible to deliver 100% network availability. There are however events that result in network downtime below our 99% availability Service Level Agreement.
Customer Planned Outage Procedure
STATUS ALERTS (COMMUNICATION OF MAJOR OUTAGES)
In the event of a system outage affecting many customers, it may not be practical or possible for technologywithin to contact customers individually in a reasonable time period. In such an extreme situation it may also be that communication channels become unavailable (for example a failure of our office helpdesk phones either due to technical outage or because of volume of calls).
To maintain efficient communication with our Customers and End Users, technologywithin will post details of all major outages on our status page: https://status.technologywithin.com.
Anyone can subscribe to this page to receive automatic updates either by e-mail or via a Twitter feed. The site is hosted independently to all other systems, so will not itself be affected as part of any outage.
When an outage is announced a post will be made on the status page and all subsequent updates relating to the outage will be posted linked to the original post, until resolution is reached.
The site is public so will never contain individual site details or any other protected data.