Tick Cumulative outage Incident Allowable maintenance one Tier SLA Supported hours duration (monthly) response times box before SLA breaches 1 99.86% 24*7*365 20 minutes Midnight to 6am 60 minutes Business hours plus 2 99.86% 75 minutes Outside business hours 60 minutes weekends on approval During business hours 3 99.48% Business hours 1 working day 90 minutes (as agreed with the business) During business hours 4 99.08% Business hours 2 working days 120 minutes (as agreed with the business) & Governance Approach: Enterprise Local Solutions Options/Approach Alignment to Architecture and Concerns Dependencies Estimated Costs Project Size Small Medium Year 1 $ Year 1 $ Year 2 $ High Level Estimated Year 2 $ Savings/ Revenue Year 3 $ Year 3 $ High Level Increase Year 4 $ Year 4 $ Estimate Year 5 $ Year 5 $ Total $ $ Procurement Considerations Expenditure Band Tender Type Business Case Yes No Needed Procurement Approach Summary Recommendation Summary
Tick one box Tier SLA Supported hours Incident response Allowable maintenance times Cumulative outage duration (monthly) before SLA breaches 1 99.86% 24*7*365 20 minutes Midnight to 6am 60 minutes 2 99.86% Business hours plus weekends on approval 75 minutes Outside business hours 60 minutes 3 99.48% Business hours 1 working day During business hours (as agreed with the business) 90 minutes 4 99.08% Business hours 2 working days During business hours (as agreed with the business) 120 minutes & Governance Approach: Enterprise Local Solutions Options/Approach Alignment to Architecture and Concerns Dependencies Estimated Costs Project Size Small Medium High Level Estimate Year 1 $ High Level Estimated Savings/ Revenue Increase Year 1 $ Year 2 $ Year 2 $ Year 3 $ Year 3 $ Year 4 $ Year 4 $ Year 5 $ Year 5 $ Total $ $ Procurement Considerations Expenditure Band Tender Type Business Case Needed Yes No Procurement Approach Summary Recommendation Summary
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