Monthly Planning, Service Levels, Penalties, Tiers & Pricing
What is a Managed Service?
Monthly Planning
Our 6 Step Guide to managing your tickets and system
Service Levels & Penalties
Our Levels and Penalties
Response and Resolution times apply only to the appropriate
Service Cover period (12/7 or 24/7)
Performance relative to the Service Levels are reported monthly,
during the monthly Service Review.
Quarterly: A consolidated view of performance against the Service
Levels for the quarter is presented.
Penalties may be applied against Service Level breaches on P1 and
P2 incidents within the quarter.
Penalties are applied on a scaling basis, whereby the penalty
increases as the time elapsed since Service Level breach increases.
Capped at 10% of the total monthly fee.
Service Levels & Penalties
Service Tiers & Pricing
Our Different Levels of Pricing Through the Tiers
