Appendix A

This should be read with your agreement provided in digital and PDF form.

This document is updated from time-to-time so you should take a copy for your own records

Support Hours

Business Hours (BH) = 8:00am - 6:00pm on all Business Days
After Hours (AH) = 6:00pm - 8:00am - Business Days, Weekends, Public Holidays

Service Level Agreements

  
    

    Classification
    Communication mode
    Reponse SLA
 90% of all tickets responded to within
    Resoution SLA
90% of all tickets resolved within
  


    Emergency
    Oncall or business hours phone
    1 hour
    4 hours
  

    Urgent
    Oncall or business hours phone
    2 hours
    8 hours
  

    Standard
    Email, support ticket, or phone
    4 hours
    16 hours
  

    Proactive
    Email, support ticket, IT team raised,
    8 hours
    16 hours
  

  