SLAs

Here are our Service Level Agreements. For full details (see Service Handbook):

Support Element	Service Level Agreement	Std	Pro
Help desk hours	Monday to Friday, 08:00 to 18:00 except standard English Holidays and from noon on Christmas Eve (when falls on a Mon-Fri)
Help-desk response times	Severity 1: 1 working hour Severity 2: 2 working hours Severity 3: 4 working hours
Field response times	Severity 1: Impact: Server down, no end user services work. Helpdesk response: 1 hours of a Working Day. Field engineer response: Either nearest field engineer in field or despatch of Crash Team engineer. Typically on-site within 4 hours of a Working Day. Severity 2: Impact: Network function down, some end user services work. Helpdesk response: 2 hours of a Working Day. Field engineer response: Typically next Working Day. Severity 3: Impact: Other "nuisance" items. Helpdesk response: 4 hours of a Working Day. Field engineer response: By mutual agreement.
Help-desk scope	Verbal guidance + dial-in support to server(s) and workstations for all network failure problems (i.e. was working and isn't now) across all supported software.
Supported Software [Including all sub-components]	Server 2000/3/8 ISA 2000/4 Exchange 2000/3/7 SBS 2000/3/8 TVD, Sophos, Trend Office 2003/XP/2007 Windows XP/Vista/7 BlackBerry (BES) - Optional Windows Mobile - Optional iPhone (Activesync) - Optional
Health-checks (monthly) [Server(s) only]	Remote dial-in works, Review system and back-up logs (if anything unusual found, includes further investigation), Collect performance statistics, Check TVD, Service Packs and Critical Updates are up-to-date, Same day email report with summary of any action required. If any action required, you will also be contacted by your Customer Account Manager.
Internet line monitoring	Provided we supplied your xDSL line, full-time monitoring and problem resolution management.
ISP services	Provided IntraLAN is hosting your DNS record, the help-desk can make instant DNS updates & changes
Hardware issues	We'll identify any hardware faults (to component level if appropriate) and then liaise (where appropriate) with the hardware maintainer (although for their contractual reasons, you may have to place the initial call).
Pre-sales support	Provide you with guidance on new business IT requirements including products, recommendations and installation implications.
Initial call-out charges	The initial call-out charge is waived for ProActive contracts
Preventative Maintenance	Scheduled NetCare ProActive site visits by nominated Account Engineer at frequency requested in the NetCare Registration Form.
Account engineer	Nominated engineer, only substituted if ill or not available in urgent situations