Appendix E

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

Response and Resolution Calculations

This is how we monitor and manage your tickets and how we calculate SLA achievement as per the details outlined in Appendix A

90% of all tickets must attain a the response and resolution time to have met SLA.

We measure this core SLA and will report it to you during regular meetings and online.

So if we take an example. If your company rasies 100 tickets and 5 of them take longer then 4 hours to respond that would drop the sla to 95% attainment. If 5 more tickets where to be resolved after 16 hours that would also exceed SLA - so that would further reduce the SLA but another 5%

The SLA clock is based on hours of business operation. So if the ticket is rasied before business hours, the SLA “clock” doesn’t start. So lets say a ticket is raised at 6:30pm - this is out of hours and the SLA clock won’t start till the next business day @ 8am.

Things that “stop the clock “

If We attempt to contact the requester, or identified raiser and there is no response.

If We and You agree to a future scheduled date to work on the ticket it will pause the clock till that scheduled time.

If a 3rd party takes over the issue (such as repairer provider) our SLA clock pauses until the issues is handed back to Us to handle.

These are done so as to ensure that the SLA’s are fair to Us and We are not held accountable for 3rd parties, Your Staff or other issues beyond Our control.