SLA – Service Level Agreement

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List of SLAs that can be contracted for the management of INCIDENTS

The SLA concept refers to the response times that L&W applies for the provision of the contracted Service

Possibility to manage different SLAs by type of Service, customizing them according to the management needs of the individual Datacenters

INCIDENT means any event that is not part of the standard operation of a service and that causes, or may cause, an interruption and a reduction in the quality of this service

SLA
Service Level Agreement

When delivering MANAGED SERVICES, Lan & Wan defines SLA as the response time to the request for assistance forwarded by the customer during working hours to the Service Desk.

SLA1

1 hours SLA

  • Incidents involving the total blocking of a service
  • Intervention guaranteed within 1 working hours (call before 17.00)
  • SLA is guaranteed on working days from 08.30-12.30 and from 14.00-18.00

SLA2

2 hours SLA

  • Incidents involving the total blocking of a service
  • Intervention guaranteed within 2 working hours (call before 17.00)
  • SLA is guaranteed on working days from 08.30-12.30 and from 14.00-18.00

SLA4

4 hours SLA

  • Incidents involving the total or partial blocking of a service
  • Intervention guaranteed within 4 working hours (call before 17.00)
  • SLA is guaranteed on working days from 08.30-12.30 and from 14.00-18.00

NBD

Next Business Day

  • Incidents involving the total or partial blocking of a service
  • Call before 17.00
  • Service provided the next business day

BEF

Best Effort

  • Incidents involving the total or partial blocking of a service or any other request
  • Service planned depending on the availability of the Technical Area
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