Service Level Agreement

Scope & Exclusions

The service level target scope covers all supported users and infrastructure in the Services scope.

Infrastructure will be evaluated by StormWarden and confirmed that it meets a quality standard that will be covered by the service level targets.

Third Party Platforms & Applications

Third party supplied platforms and applications are not covered by the SLA as they are subject to issues and impacts outside of the control of Stormwarden.

Performance Measurement

StormWarden is committed to providing quality support to client issues. Success is measured using the ‘time to first response’ metric to ensure that incidents are attended to promptly.

StormWarden does not measure the ‘time to resolution’ as a success metric as each issue is different and requires different responses to resolve.

The following time frames are defined as a successful time to first response.

  • Within 4 hours for issues classified as Very High Priority.
  • Within 8 hours (during business hours) for issues classified as High priority.
  • Within 3 working days for issues classified as Medium priority.
  • Within 5 working days for issues classified as Low priority.

Priority Definitions

StormWarden is also committed to a high standard of achieving these targets and aims for no less than a 90% success rate for each of these priority levels.

Very High Priority Example

Issues Impacting Operations (sales, warehousing & invoicing).

High Priority Example

Issues Impacting Support Staff (administration & finance month end).

Medium Priority Example

Issues that are causing general disruption to the business across multiple users.

Low Priority Example

Issues that are localised to single users or non-critical infrastructure services outlined above.

Support Availability

Support requests can be raised 24 x 7 via the following channels:

  • Emailing [email protected].
  • Visiting and submitting via web form.
  • Using the support tool on the computer (if installed).

Support agents working hours are 9:00 A.M. to 5:00 P.M (Monday to Friday) and performance management timings only apply during these times.

After Hours Support

Support requested out of office hours can be obtained by calling the main office switchboard and best efforts will be made to answer and action the call.

Issues that are not a high priority that are raised out of hours will attract an additional rate of $150 per hour or part thereof.

Customer Obligations

All requests must be initiated through the designated support channels.

Direct phone calls or walk up conversations to support agents will not be covered by the SLA and support assistance may be refused until an official request has been received.

Reasonable availability of customer representative(s) when resolving a service-related incident or request.

Payment for all support costs at the agreed interval.

Success Review

StormWarden monitors and reviews the performance of support provided each month and can provide a monthly report upon request.

Periodic Review

StormWarden reserves the right to periodically review the terms of the SLA provided to the Client and will notify of any changes with no less than 30 days notice.

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