Service Level Agreements (SLAs) This section contains a table that describes the performance metrics expected from this process along with SLAs. Closure Priority Response Updates on Restoration Time Notification Resolution Time Level Time Progress** (Restore Page) 24 hours from the initial Call made to Fix or agree a work Closure register the Incident and agree an Updates on around solution notification Within 15 action plan. P1 progress every ASAP but in any within 60 minutes. Timelines set-out in an agreed action 60 minutes event within 2 hours minutes of plan become the ongoing measure of of the initial Call. Restoration. Supplier’s achievement of Resolution Fix or a work Closure Updates on round ASAP but in notification Within 1 progress every 1 40 days from initial Call made to any event within within 60 P2 24 hour. Business Days register Incident. hours of the initial minutes of until Resolution. Call. Restoration. Fix or a work Closure Updates on around ASAP but in notification Within 2 progress every 5 90 days from initial Call made to P3 any event within 5 within 60 hours Business Days register the Incident. Business Days of the minutes of until Resolution. initial Call. Restoration. Deliverables Mapping The below shows the various deliverables for Incident Management. # Deliverable Frequency Status 1 Incident Management Status Report Weekly Covered in Service Desk Reports On 2 Critical Incident Report PIR, being sent after all P1 Occurrence On 3 Major Incident Report PIR, being sent after all P2 Occurrence On 4 Root Cause Analysis Report Covered in Problem Management Reports Occurrence 6 Weekly Incidents Backlog Reports Weekly Covered in Service Desk Reports On 7 Post Incident Reviews PIR, being sent after P1 & P2 Occurrence Reports Below are the reports that need to be sent for customer.
Service Level Agreements (SLAs) This section contains a table that describes the performance metrics expected from this process along with SLAs. Priority Level Response Time Updates on Progress** Restoration Time Closure Notification (Restore Page) Resolution Time P1 Within 15 minutes. Updates on progress every 60 minutes Fix or agree a work around solution ASAP but in any event within 2 hours of the initial Call. Closure notification within 60 minutes of Restoration. 24 hours from the initial Call made to register the Incident and agree an action plan. Timelines set-out in an agreed action plan become the ongoing measure of Supplier’s achievement of Resolution P2 Within 1 hour. Updates on progress every 1 Business Days until Resolution. Fix or a work round ASAP but in any event within 24 hours of the initial Call. Closure notification within 60 minutes of Restoration. 40 days from initial Call made to register Incident. P3 Within 2 hours Updates on progress every 5 Business Days until Resolution. Fix or a work around ASAP but in any event within 5 Business Days of the initial Call. Closure notification within 60 minutes of Restoration. 90 days from initial Call made to register the Incident. Deliverables Mapping The below shows the various deliverables for Incident Management. # Deliverable Frequency Status 1 Incident Management Status Report Weekly Covered in Service Desk Reports 2 Critical Incident Report On Occurrence PIR, being sent after all P1 3 Major Incident Report On Occurrence PIR, being sent after all P2 4 Root Cause Analysis Report On Occurrence Covered in Problem Management Reports 6 Weekly Incidents Backlog Reports Weekly Covered in Service Desk Reports 7 Post Incident Reviews On Occurrence PIR, being sent after P1 & P2 Reports Below are the reports that need to be sent for customer.