sla
DESCRIPTION
Service Level Agreement Manual.TRANSCRIPT
SERVICE LEVEL AGREEMENT-(SLA)Severity LevelIncidents/Probs
Description Response time to begin working issue
Resolution/ Mitigation
Status Updates
Compliance
Severity 1 Incidents
Entire System Unavailable or at risk of becoming unavailable. To such an extent that AFG is not able to conduct day-to-day business activities
30 Min 4 -6 hours 1 hours 95%
Severity 2 Incidents
Critical part of System unavailable or at risk of becoming unavailable or System Incident / Problem with no workaround seriously impacting or at risk AFG’s ability to conduct day-to-day business activities.
1 Hour 6-8 Hours 3 Hours 95%
Severity 3 Incidents
Non-critical part of System unavailable or at risk of becoming unavailable or
1.5 Hours 10-12 Hours 4 Hours 95%
SERVICE LEVEL AGREEMENT
(SLA)
System Incident -causing or at risk of causing inconvenience and/or increased work effort but not seriously impacting AFG’s ability to conduct day-to-day business activities
Severity 4 Incidents
Incident with System that is causing or at risk of causing a minimal amount of increased work effort but is not impacting AFG’s ability to conduct day-to-day business activities.
2 Hours Next Working Day 6 Hours
Best regards,
Mohammed Abdul Nayeem
Manager – IT Infrastructure
Enterprise IT Services (EITS)
Al Faisaliah Group
P.O. Box: 16460 Riyadh 11464 - Saudi Arabia
Phone : +966 (1) 2119510
Fax : +966 (1) 2119998 x 9510
SERVICE LEVEL AGREEMENT
(SLA)
Mobile : +966 (50) 5688102
SERVICE LEVEL AGREEMENT
(SLA)