Service Level Agreement and Disaster Recovery Policy


Schedule A
Published Date:
 2016-07-01
Updated on:
 2021-04-13
Valid To:
 2022-01-01
Review Cycle:
 Annually
Approved By:
 Andrew Kadar



Purpose

This policy defines acceptable methods for disaster recovery planning, preparedness, management and mitigation of IT systems and service.

Response Time

  • Standard Support:4 hours or less
  • Extended Support:1 hour or less

“Response Time” begins to be counted at the time that a user notifies IT of a Trouble or Outage or IT determines that such a Trouble or Outage exist on its own. Response time concludes when the appropriate staff or service provider commences performance of remedial services. The definition of “Outage” or “Trouble” is defined as any product or service that does not operate within the service level agreement.


Support Level Definitions


Standard Support:

  • 8:00 A.M. to 6:00 P.M. Monday through Friday eastern time (except on holidays and office closure days).


Extended After Hours Support:

  • 6:00 P.M. to 10:00 P.M. Monday through Friday eastern time (except on holidays and office closure days).
  • 10:00 A.M to 6:00 P.M. on weekends, holidays and office closure days.


Type of Support



Normal (Non-Critical):

  • Operational issues for certain features/capabilities with no impact to business operations and no loss of functionality.
  • General “how-to” questions, requests for on/off-boarding users, password issues, equipment/software and security modifications.
  • The problem affects productivity, but a workaround is available.


Critical:

  • Specific functionality is not working for multiple users across a Mission Critical System or business operation is hampered for one or all offices.
  • Significant impact that threatens regulatory compliance, revenue, safety, or security.


After Hours Critical Support Contact Method

IT provides limited evening and weekend emergency support. This method is only to be used for problems that severely impact immediate productivity outside of the Standard Support hours. A staff is always on-call to assist with critical issues. The After Hours Critical Support Hotline phone number is 416-408-7098. When calling the hotline, please leave a message with your name, phone number, and a detailed description of the problem. Your call will be returned within one hour.

Guaranteed Uptime

Uptime is time during which a service is in operation.

  • 95% uptime in 30 days = 1 day, 12 hours (downtime)
  • 99% uptime in 30 days = 7 hours (downtime)

Planned downtime does not count against the guarantee. If the service is not supported outside the Standard Support levels, then downtime outside of this period does not count against the guarantee.



Service Level Matrix

Standard Support Monday-Friday: 8 AM - 6 PM



Service
Uptime Guarantee 
(30 days)
Service
Monitoring
Type of Support
Response time
Service Recovery Time
Camp Huronda Internet Connection
N/A
√
Normal & Critical
2 hours or less
5 Business Days
Camp Huronda Wired network
99%
√
Normal & Critical
2 hours or less
1 Business Day
Camp Huronda Wireless network
95%
√
Normal & Critical
2 hours or less
1 Business Day
Camp Huronda Copiers/Printers
95%

Normal & Critical
2 hours or less
1 Business Day
Camp Huronda Local phone service (Bell Canada)
N/A

Normal & Critical
2 hours or less
2 Business Days
Camp Huronda Mobile Service (Bell Mobility)
N/A

Normal & Critical
2 hours or less
1 Business Day
Camp Huronda Mi-Fi devices (Bell Mobility)
N/A

Normal & Critical
2 hours or less
5 Business Days
Camp Huronda Mobile devices (iPhone, iPad, etc)
95%

Normal & Critical
2 hours or less
1 Business Day



Extended After Hours Support Monday-Friday: 6 - 10 PM, Weekends/Holidays: 10 AM - 6 PM



 Service
 Uptime Guarantee (30 days)
Service Monitoring 
Type of Support 
 Response time
 Service Recovery Time
Camp Huronda Internet Connection (Vianet)
N/A
√
Critical Only
1 hour or less
5 Business Days
Camp Huronda Wired network
99%
√
Critical Only
1 hour or less
1 Business Day
Camp Huronda Wireless network
95%
√
Critical Only
1 hour or less
1 Business Day
Camp Huronda Copiers/Printers
95%

Critical Only
1 hour or less
1 Business Day