The following terms and conditions apply to all SLAs (Service Level Agreements).
SLA Application & Scope
Unless an SLA is agreed, no SLA will apply. However, we do aim to operate in keeping with our Standard SLA where possible.
If an SLA is set up, our Standard SLA will apply unless agreed otherwise.
SLAs apply only to the agreed scope(s) which is usually agreed upon for covering specific users and systems (hardware, software or services).
SLAs only apply to service requests raised according to our guidelines at invona.com/help.
Please feel free to enquire if you need another arrangement regarding SLAs and we'll see what we can do.
We aim to meet the following service level 80% of the time. Timings account for business hours only.
Critical (response within 1 hour, plan within 4, resolved within 6): Business/Organisation Critical.
Issues causing severe impact to an organisation or many people, or putting people at serious risk.
Urgent (response within 3 hours, plan within 6, resolved within 12): Significant impact or risk.
Issues negatively affecting current and important operations for many people.
Standard (response within 8 hours, plan within 12, resolved within 16):
Low impact/urgency issues, usually affecting one or a few people.
Low (response within 16 hours, plan within 24, resolved within 40):
Issues or tasks requiring attention, but not urgently. No immediate impact.
Our business hours are 9am to 5pm Mondays to Fridays, excluding bank holidays.
Prioritised response times are only guaranteed in business hours.
Time for responses, planning and resolutions accrue only during business hours. Hours outside of business hours will not be counted for.
Critical and Urgent priority issues who’s response time falls out-of-hours will be handled the at the start of the next work day in order of priority.