P4 Resolution Escalation to Escalation to Priority (Time) Level 1 (Time) Level 2 (Time) P1 P2 P3 P4 Availability targets within agreed normally expressed as percentages measurement period and method must be – specified. This may be expressed for the overall service, underpinning services and critical components or all three Threshold Target Stretch Availability = (Scheduled Service Hours - Duration of Unplanned Outages) x 100% Scheduled Service Hours Application Business Hour Availability Off-Hour Availability Scheduled Down-Time Level Definition Monday - Friday (Timings) Monday Friday (Timings) – Critical Important Supportive <Usually expressed as the number of service breaks, or the Mean Time Between Failures (MTBF) or Mean Time Between System Incidents (MTBSI). > <Target times for average, or maximum workstation response times (sometimes expressed as a percentile e.g. 95% – within 2 seconds > <Escalation mechanism in case of failures to met target times giving the levels of escalations, criteria for escalations and contact details for escalation.> for delivery of input and the time and place for delivery of output.> <Escalation mechanism in case of failures to met target times giving the levels of escalations, criteria for escalations and contact details for escalation >
P4 Priority Resolution (Time) Escalation to Level 1 (Time) Escalation to Level 2 (Time) P1 P2 P3 P4 Availability targets within agreed normally expressed as percentages – measurement period and method must be specified. This may be expressed for the overall service, underpinning services and critical components or all three Threshold Target Stretch Availability = (Scheduled Service Hours - Duration of Unplanned Outages) x 100% Scheduled Service Hours Application Level Business Hour Availability Off-Hour Availability Scheduled Down-Time Definition Monday - Friday (Timings) Monday – Friday (Timings) Critical Important Supportive <Usually expressed as the number of service breaks, or the Mean Time Between Failures (MTBF) or Mean Time Between System Incidents (MTBSI). > <Target times for average, or maximum workstation response times (sometimes expressed as a percentile – e.g. 95% within 2 seconds > <Escalation mechanism in case of failures to met target times giving the levels of escalations, criteria for escalations and contact details for escalation.> for delivery of input and the time and place for delivery of output.> <Escalation mechanism in case of failures to met target times giving the levels of escalations, criteria for escalations and contact details for escalation >
Service-Level-Agreement-Template-2.docx