SLA's
Service Level Agreements
BSG will offer an availability based Service Level Agreement (SLA) against the proposed environment. An availability SLA means that BSG will ensure that all relevant components of the service are running and that it is available for use by end users.
Typical SLA’s based on availability are shown in the table below:
| Service Level |
Explanation1 |
| 99.999% |
No more than 27 seconds unscheduled service unavailability per month |
| 99.99% |
No more than 5 minutes unscheduled service unavailability per month |
| 99.90% |
No more than 45 minutes unscheduled service unavailability per month |
| 99.50% |
No more than 220 minutes unscheduled service unavailability per month |
| 99.00% |
No more than 440 minutes unscheduled service unavailability per month |
1 These figures are based on an average 30 day month and are calculated on 24 x 7 availability
BSG will offer a response based Service Level Agreement (SLA) against the proposed environment. A Response based SLA means that BSG will respond and diagnose any issues within the environment within a pre-agreed time. Response based SLA’s can also contain agreed fix times as well, as shown in the table below:
| Service Level |
Explanation2 |
| 2R |
A response and diagnosis within 2 hours |
| 4R |
A response and diagnosis within 4 hours |
| 8R |
A response and diagnosis within 8 hours |
| 2R 2F |
A response and diagnosis within 2 hours with a fix applied to restore service in 2 hours |
| 4R 4F |
A response and diagnosis within 4 hours with a fix applied to restore service in 4 hours |
| 8R 8F |
A response and diagnosis within 8 hours with a fix applied to restore service in 8 hours |
| NBD |
A response and diagnosis will be made by the next business day with a fix applied to restore service on a best endeavours basis |
2 These explanations can be applied on either a 24x7 or 5x8 basis