What the SLA covers
- ticket priorities
- response time
- availability hours
- outage escalation and scope of responsibility
SysGroup / IT SLA
IT response time, service agreement
IT SLA and response time
An IT SLA defines what we are responsible for, how we take tickets, what the priorities are and how quickly we respond.
24/7 monitoring & responsePolish teamContract & clear SLANet + VAT, scope after audit
Technical elements
- 24/7 monitoring
- backup and recovery
- RTO/RPO
- reporting and recommendations
Why it matters
- the company knows who is responsible for IT
- outages have a procedure
- the cost of support is predictable
How we start
First we run a short audit, set the scope of responsibility, the SLA plan and the ticketing flow. Then we take over access, documentation, monitoring and day-to-day operations.