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We Use Industry Standard Processes!

Incident Service Levels

For Incident Management there are three (3) classes of SLA offered by Astirion Cloud Manager – Bronze, Silver and Gold.

The service levels applicable to each are below.

Note that all time measurements are made in Business Hours except for P1 incidents.

PRIORITY RESPONSE SLA RESPONSE Target RESOLUTION OBJECTIVE
P1 - Critical N/A N/A N/A
P2 - High 4 hours 90% 12 hours
P3 - Medium 6 hours 90% 48 hours
P4 - Low 8 hours 90% 72 hours

Note there are no P1 - Critical Incidents Covered Under Bronze Service Level

PRIORITY RESPONSE SLA RESPONSE Target RESOLUTION OBJECTIVE
P1 - Critical 2 hours 90% 4 hours
P2 - High 2 hours 90% 8 hours
P3 - Medium 4 hours 90% 24 hours
P4 - Low 4 hours 90% 72 hours
PRIORITY RESPONSE SLA RESPONSE Target RESOLUTION OBJECTIVE
P1 - Critical 1 hour 95% 2 hours
P2 - High 2 hours 95% 8 hours
P3 - Medium 2 hours 90% 24 hours
P4 - Low 4 hours 90% 72 hours
PRIORITY CHARACTERISTICS/DESCRIPTION
P1 - Critical Access to an entire site or hosted application is down, causing critial impact to business operations if service is not restored quickly.
There is no available workaround.
P2 - High A site or hosted application is partially down, impacting significant aspects of business operations.
P3 - Medium System performance is degraded. System functionality is noticeably impaired, but most business operations continue
P4 - Low One device or system component (User Desktop, Single User access to application, etc.) is not operating.

Astirion Cloud Manager team and the user will jointly determine the initial priority at the time of incident lodgement.

Service Request Service Levels

There are two (2) levels of priority for Service Requests – Simple and Complex. The service levels applicable to each are below.

PRIORITY RESPONSE SLA RESPONSE Target RESOLUTION OBJECTIVE
Simple 1 Bus. Day 90% 3 Bus. Days
Complex 1 Bus. Day 90% 5 Bus. Days

Not sure which Astirion Cloud Manager plan to choose?

No problem. Let us know your contact details and we’ll get back to you for an obligation free discussion.


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