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 is part of a subscription agreement. It defines what we are responsible for, how we take tickets, what the priorities are and how quickly we respond.
Monitoring of agreed systemsPolish teamSubscription & clear SLADiagnosis and action plan
Technical elements
- monitoring of agreed systems
- backup and recovery
- RTO/RPO
- reporting and recommendations
When it applies
- only in ongoing subscription cooperation
- it is not a promise of response for a one-off project
- the company knows who is responsible for IT and when
How we start
First we establish the current state and the required diagnostic scope. For ongoing subscription support, we then agree responsibility, SLA, ticket flow and a plan for taking over access, documentation and monitoring.