Service Level Agreement (SLA)

Last modified at: November 07 2022

1. Managed services covered by this SLA

All managed services are covered by this Service Level Agreement. For a detailed definition of managed services, please refer to Annex A: The Services.

2. Service hours

2.1 Hours of service 

All services covered by this SLA will be available for use during the following hours:

  • 08:00 to 16:00 on weekdays

The Service is not available during public holidays.

Outside the above hours, calls may be logged with via email or chat, but they will not be looked at until the resumption of support hours, at which time the service level clock will start.

3. Support

Axaz operates an Support, contactable by phone, email or chat. All incidents, service requests and requests for change should go through Support, to ensure that accurate records are kept and adequate reporting against this SLA can be achieved.

3.1 Incidents

3.1.1 Incident priorities and targets

As incidents come into the Support, they will be allocated a priority-associated target response time as follows:

Priority will be defined by the receiver within Axaz logging the incident, in consultation with the user, following the collation of specific details. The priority may only be escalated by the Service Delivery Manager or nominated deputy.

Target Response is the initial attempt at resolution of the incident and/or collation of additional information. The target response will be met if the receiver within Axaz makes a reasonable attempt to contact the user by telephone, email or other means as determined when the incident is logged, irrespective of whether actual contact is made. Target response may be made upon the incident being logged if initial support is provided over the phone.

Target Resolution is the point at which a user is able to continue the task or service that has failed. This includes workarounds or provision of appropriate loan equipment which will allow the customer to carry out business critical tasks.

3.2 Service requests and changes

3.2.1 Service requests

Service requests are user or technical questions and small, low risk changes that can be implemented in a short-governed timeframe. 

Service requests will be processed according to the same priorities and timescales as for incidents.

3.2.2 Changes

These are changes that normally have higher complexity. Due to the higher complexity Axaz has introduced an authorisation process. Changes should be submitted to the Support using the RFC (Request for Change) form.

3.3 Communication with users

The Support will maintain effective communication with the user throughout the lifecycle of an incident, service request or change. Communication will be either by telephone, or by email (or other agreed method), and all contacts (attempted or actual) may be recorded on the Support system.

3.4 Escalation

Users wishing to escalate the priority of an incident, service request or change should do so by informing the Support in the first instance.

If further escalation is required, this should be to the Service Delivery Manager who will take relevant details relating to the incident, service request or change, check the history and speak to parties involved. A decision will be made based upon these facts and all parties advised of that decision, together with reasons behind the decision.

A record of escalations will be maintained by the Service Delivery Manager, together with the investigation carried out on each request and the decision reached. This information will be referred to periodically when reviewing priority guidelines and general Support improvements.

If escalation beyond the  Service Delivery Manager is required, this should be to the COO, then the CEO.

3.5 Complaints

Complaints should be directed to the Service Delivery Manager either verbally (in the first instance) or in writing (document or email). The Service Delivery Manager may subsequently request that verbal complaints be put in writing.

As a minimum, the following information should be included:

  • Brief description of the complaint
  • Customers that are / have been affected
  • Named IT support staff 
  • Contact point for communication

The  Service Delivery Manager will aim to resolve the complaint to the complainant’s satisfaction within ten working days and communicate progress throughout the lifecycle of the complaint to the complainant.

In the event that the complaint is not resolved to the complainant’s satisfaction, it will be escalated to the COO.

3.6 Customer responsibilities

It is the responsibility of the customer to provide the following information as a minimum when logging an incident, service request or change on the Service Desk.

  • Company name
  • Name
  • Email address
  • Phone Number
  • Description of the incident, service request or change
  • Current and/or potential impact e.g. number of staff affected

It is the responsibility of the customer to:

  • Notify the impacted personal or other impacted parties immediately of a fault on a service or any potential breach of security
  • Record any information which may assist in the investigation of the incident (e.g. error messages)
  • Adhere to procedures when logging an incident
  • Remain courteous to the people dealing with the incident
  • Request escalation if required by following the appropriate procedure
  • Adhere to relevant policies and procedures relating to IT use, equipment maintenance and security
  • Assist in the checking of data and system integrity following service restoration, system upgrades and enhancements, and access by third parties
  • Log out of specific systems promptly when requested to do so by Axaz
4. Service target

4.1 Service level

In providing the identified services, Axaz will endeavour to meet the following Service Level targets:

Performance against these service levels will be detailed as part of the service report.

5. Withdrawal of service

5.1 Planned withdrawal of service

A planned withdrawal of service is defined as one in which the timing of it is under the control of Axaz i.e. it is not required to correct an immediate problem that is affecting (or is likely to affect) service.

Where possible, essential maintenance work requiring the withdrawal of the service will be carried out outside of Supported Service Hours.

In the event that it is necessary for the service to be withdrawn during Supported Service Hours, Axaz will give the Customer a minimum of one weeks’ notice, and will conduct reasonable discussions with Customers as to the timing of the withdrawal with the intention of minimising disruption to the business.

5.2 Unplanned withdrawal of service

An unplanned withdrawal of service is defined as one which in which the timing of it is not significantly under the control of Axaz e.g. the withdrawal may be required to restore service to an acceptable level due to an ongoing problem, or the service may have failed completely.

In these circumstances, Axaz will:

  • Make reasonable efforts to ensure that the Customer is aware of the need to withdraw the service before it is withdrawn
  • If appropriate, discuss with the Customer the best time to withdraw the service so as to lessen the impact on service provision
  • Ensure communication is maintained on the progress of the issue and where possible give a best current estimate of when normal service will be restored

In those circumstances where the service has failed without warning, Axaz will ensure the Customer is kept informed of progress and where possible give a best current estimate of when the service will be restored, in line with the Major Incident Management Process.

6. Service continuity

Axaz will perform a risk assessment and create and maintain one or more service continuity plans which allow for the restoration of key services.

Service continuity plans will detail priority of services to determine in which order they are recovered in the event of a disaster. It will detail suppliers which may be contacted in such an event to assist with the restoration of service and contacts within Customer teams who will assist in the testing and data integrity checking in the event of a restoration. 

These plans will be tested by Axaz on an annual basis and a review of the tests will be carried out upon completion to ensure that issues are identified and addressed. It is a Customer responsibility to provide sufficient staff from relevant areas to allow adequate user testing of the recovered systems.

Axaz will be responsible for ensuring that backups are taken and stored securely.

7. Service reporting and review

7.1 Service report

Axaz will publish a service report on a quarterly basis, which will as a minimum contain the following information:

  • An analysis of the availability of the services over the last period and over a rolling twelve months
  • Details of any major systems outages that have occurred during the reporting period, including the reasons for them and the actions that have been taken to prevent recurrence
  • A breakdown of all incidents logged with the Support over the last period, including performance against targets

General reporting and performance metrics of Axaz will be available upon request.

7.2 Service reviews

Service review meetings will be held every three months or in agreement with the Customer.

Service review meetings will be attended by the following staff:

  • The Customer management team
  • Service Delivery Manager
  • Other Axaz or Customer staff to discuss specific issues, in agreement with all parties

A standard agenda will be used for the meeting to which specific items for discussion may be added by either party, with at least one week’s notice before the date of the meeting.

Minutes will be taken of the service review meeting by Axaz.

8. Compensation for SLA breaches

Compensation for SLA breaches is only related to Third Party services and refers to Standard Third Party Terms. Compensation will be transferred to the Customer in its entirety.

9. Appendix A: Axaz contact points

In addition to the contact points mentioned above, the chat channel on can be used. 

10. Appendix B: Glossary of terms used

Incident: Any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of it

Problem: An unknown underlying cause of one or more incidents

Customer: The end-user of the service

Service Request: A service request is a small, low risk change that can be implemented in a short-governed timeframe. 

Non-Standard Change: A unique change that cannot be modelled easily and normally has higher risk, cost or complexity.

Target Response: The initial attempt at resolution of an incident and/or collation of additional information

Target Resolution: The point at which user is able to continue the task / service that has failed