Yellowcom Managed IT Service Level Agreements Overview

Yellowcom are committed to professional Service Level Agreements (SLAs) across all Support Packages. 

Priority Definitions

Understanding the severity levels for IT Support issues is crucial for effective incident management and response. 

The below clarifications guide our team in prioritising and addressing 

P1

Critical

  • Complete System Failure
  • All Users Unable to Work
  • Security Breach Detected
P2

High Priority

  • Severe Performance Issues
  • Multiple Users Affected
  • Key Systems Degraded
P3

Medium

  • Single User Unable to Work
  • Workaround Available
  • Non-Critical Functionality affected
P4

Critical

  • Minor Issues or Questions
  • Configuration Requests
  • Information Requests

SLA Response and Resolution Time

These targets reflect the maximum timeframes for response and resolution. Our team always strives to exceed these expectations for all clients. 

Priority Issue Type Standard Support Premium Platinum
P1 Critical Total system failure 4hr response
8hr resolution		 2hr response
4hr resolution		 30min response
2hr resolution
P2 High Multiple users affected 8hr response
16hr resolution		 4hr response
8hr resolution		 1hr response
4hr resolution
P3 Medium Single user impact Next day response
48hr resolution		 8hr response
24hr resolution		 2hr response
12hr resolution
P4 Low Minor issues/requests 48hr response
5-day resolution		 24hr response
3-day resolution		 8hr response
16hr resolution
Peter Smiling

Response vs. Resolution - What's the Difference?

Response Time refers to the maximum duration between a client reporting an issue and a technician actively acknowledging the ticket and commencing the investigation. It serves as a guarantee that the issue has been logged and is being triaged.

In contrast, Resolution Time is the maximum duration allowed to fully rectify the fault and restore normal service operations. While Response Time ensures you are not ignored, Resolution Time provides the commitment to a definitive fix. For example, a “30-minute response” means a technician is looking at the problem within half an hour, whereas a “2-hour resolution” ensures the problem is solved within that timeframe.