Performance, Availability + SLA

We pride ourselves on a culture of operating and delivering highly available and performing services.

 

Should you become a customer, as part of our contract with you we will agree to a Service Level Agreement (SLA).  It is our guarantee to you that you will have the best in performance possible.

 

Developed in co-operation with you, your SLA will generally include:

  • Service availability goals
  • Incident, problem, change and service request acknowledgement and resolution/completion goals
  • Incident communication committments
  • Incident escalation committments
  • Disaster recovery time objectives (RTO) and recovery point objectives (RPO) targets
  • Post incident report (PIR) distribution goals

SLA’s form a major part of the service monitoring and reporting we perform on a monthly basis, with a monthly Service Report provided to you to describe the service performance against committed SLAs.   Underpinning this is a framework around daily and weekly reporting that includes Service Review meetings and Health Check snapshots.