IT Service Level Agreement (SLA) for APP Wholesale Ltd.'s IT Support Function
1. Introduction.
This Service Level Agreement (SLA) defines the parameters and expectations for IT support services provided by APP Wholesale Ltd (hereinafter referred to as "the Company"). The aim is to ensure efficient IT services, minimize disruptions, and provide a clear framework for issue resolution.
2. Service Scope.
2.1 IT Support Services:
The IT support function encompasses technical assistance and support concerning computer systems, hardware, software, and network-related matters.
2.2 Supported Systems:
This SLA encompasses all IT systems, including servers, desktops, laptops, printers, and software applications used within the Company.
2.3 Service Availability:
IT support services are accessible during standard operational hours: Monday to Friday, 8:00 AM to 5:00 PM, excluding public holidays.
3. Responsibilities.
3.1 Company Responsibilities:
• Timely reporting of IT issues to the IT support team via designated channels.
• Providing necessary access and cooperation to resolve IT-related problems.
• Ensuring employees are informed about IT policies and procedures.
3.2 IT Support Responsibilities:
• Acknowledging receipt of support requests within 30 minutes.
• Resolving urgent issues promptly, within 4 hours.
• Addressing high-priority matters within 1 business day.
• Managing medium-priority concerns within 2 business days.
• Handling low-priority requests within 7 business days.
4. Priority Levels.
4.1 Urgent (Priority 1): Critical issues affecting essential business functions.
• Respond within 30 minutes.
• Resolve within 4 hours.
4.2 High (Priority 2): Serious issues impacting multiple users or significant business functions.
• Respond within 1 hour.
• Resolve within 8 hours.
4.3 Medium (Priority 3): Issues affecting individual users or specific functions.
• Respond within 8 hours.
• Resolve within 24 hours.
4.4 Low (Priority 4): Minor issues and general support requests.
• Respond within 24 hours.
• Resolve within 7 days.
5. Escalation.
In the event of dissatisfaction or non-compliance with the SLA, escalations can be directed to the following email address: [Insert Escalation Email Address].
6. Review and Improvement.
Quarterly SLA reviews will be conducted to evaluate performance, identify areas for enhancement, and update the SLA as required.