The Response and Resolution SLA is essential for organizations operating in England and Wales that require formal commitments regarding incident response and problem resolution. This document is particularly crucial when service availability and quick problem resolution are critical to business operations. It sets out clear, measurable standards for response times and resolution periods, defines the severity levels of different types of incidents, and establishes the consequences of not meeting these standards. The agreement typically includes detailed service credit mechanisms and reporting requirements to ensure accountability and transparency in service delivery.
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1. Parties: Identifies the service provider and customer
2. Background: Context of the agreement and service relationship
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Detailed performance metrics and standards
5. Response Times: Specified timeframes for different types of incidents
6. Resolution Times: Expected timeframes for problem resolution
7. Measurement and Reporting: How service levels will be measured and reported
8. Service Credits: Compensation for failing to meet service levels
1. Escalation Procedures: Process for escalating unresolved issues - used for complex service arrangements with multiple support tiers
2. Business Continuity: Measures for service continuation during disruptions - used for critical services where downtime is highly impactful
3. Data Protection: Specific data handling requirements - used when personal data processing is involved
1. Service Level Metrics Schedule: Detailed breakdown of performance indicators and targets
2. Service Credit Calculations Schedule: Formula and examples for calculating service credits
3. Incident Priority Matrix: Classification of incidents and corresponding response times
4. Report Templates: Standard formats for service level reporting
5. Contact Details Schedule: Key contacts for both parties including escalation points
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