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
Scope and commercial model
What we agree before we price the work
We do not assume that a subscription includes every change. First we establish the responsibility boundary, the type of work and the current state of the environment.
| Model | What it is for | Boundary |
|---|---|---|
| Subscription | Recurring support, agreed systems, ticket flow, monitoring and SLA where it is in the agreement. | It covers only the agreed responsibility, hours and services. |
| Project | Diagnosis, migration, implementation or a defined change with an agreed result. | The project ends according to its agreed scope; it is not ongoing on-call cover. |
| Separate quote | Larger rebuilds, work outside the agreed pool, application code, or third-party costs. | We confirm the scope and price before starting rather than silently treating it as part of a subscription. |
What affects the price
Number and role of systems, business criticality, support availability, documentation quality, backup state and the scope of project work.
What the first handover should leave behind
A responsibility map, ticket route, priorities, available documentation and a plan for the next agreed actions.
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.