Service Level Agreement and Disaster Recovery Policy
| Schedule C | Regional Offices |
| 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
“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).
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.
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 |
Regional Office, Internet Connection (Local Provider: Allstream, TELUS, MTS, Shaw, Rogers, Bell, etc.) |
N/A |
√ |
Normal & Critical |
2 hours or less |
5 Business Days |
Regional Office, Wired network |
99% |
√ |
Normal & Critical |
2 hours or less |
1 Business Day |
Regional Office, Wireless network |
95% |
√ |
Normal & Critical |
2 hours or less |
1 Business Day |
Regional Office, Copiers/Printers (ShareNet) |
95% |
Normal & Critical |
2 hours or less |
1Business Day |
|
Regional Office, Phone Service (Local Provider: Allstream, TELUS, MTS, Shaw, Rogers, Bell, etc.) |
N/A |
Normal & Critical |
2 hours or less |
5 Business Days |
|
Regional Office, Telephone System and Phone Sets (Panasonic only) |
95% |
√ |
Normal & Critical |
2 hours or less |
2 Business Days |
| Regional Office, Mobile Service (Bell Mobility) | N/A |
Normal & Critical |
2 hours or less |
1 Business Day |
|
| Regional Office, Mobile devices (Android, iOS, Panasonic) | 95% |
Normal & Critical |
2 hours or less |
1 Business Day |