Also known as: service level agreement, response time, resolution time
An SLA sets out within what time we respond to a report, within what time we aim for a resolution, and during which hours that applies: office hours, extended hours or 24/7.
It also covers how faults are reported: by phone, via the portal, or automatically because our monitoring spots the fault before your staff do.
The heavier the SLA, the more needs to be arranged around it: spare parts in stock, redundant equipment and availability outside office hours. That's why an SLA choice belongs in the design, not added afterwards.
How we apply this
We agree per location what a fault means there, and choose the SLA level accordingly rather than the other way round.