SLA (Service Level Agreements) Overview
This document provides an overview of Service Level Agreements (SLAs). An SLA is a formal, structured agreement between two parties – typically a service provider and a customer – outlining the specific level of service to be provided. As our customer base grows, SLAs become increasingly crucial for demonstrating our commitment to fast, reliable support within agreed timeframes.
This document describes different SLA requirements for various customers, specifying reaction times, resolution times, and potential penalties. New customers will be added as their specific SLA targets are established.
Key SLA Concepts
- Reaction Time: The timeframe from when a customer creates a Jira ticket until the issue is first addressed (e.g., ticket is assigned, initial investigation begins).
- Resolution Time: The timeframe from when a customer creates a Jira ticket until the issue is resolved. This may vary based on customer and issue severity.
- Penalties: Defined amounts or actions the service provider must undertake if an issue is not resolved within the agreed timeframe. Adherence to procedures and policies is critical to avoid penalties.
General Severity Level Definitions
Issue severity is categorized into five levels, from most to least severe, each with varying impacts:
- Blocker: The issue critically impacts business operations and can lead to significant financial losses for the customer.
- Critical: The issue might impact business operations or performance but does not lead to direct financial losses.
- Major: A significant issue, but not critical, and does not cause financial losses.
- Minor: The issue has a minimal impact on business and can typically be addressed in a future release.
- Trivial: The issue has no impact on business or performance and is generally not included in formal SLA tracking.
Customer-Specific SLAs
Lufthansa
- Initial Reaction Time: Tickets should be processed (taken into possession) within 15 minutes of receipt during business hours. Failure to assign a ticket promptly may lead to a Service Level drop and potential penalties.
- Blocker Note: If necessary and technically possible, a rollback may be performed for Blocker issues.
Resolution Targets and Penalties:
| Severity | Issue Type | Resolution Target | Service Hours | Penalty (Per period above target) |
|---|---|---|---|---|
| Blocker | Support Request (Customer needs clarification/assistance) | 5 Hours | 24/7 | 2 (two) SCs (per hour) |
| Blocker | Error Notification (Customer discovered error/malfunction) | 72 Hours | 24/7 | 2 (two) SCs (per hour) |
| Critical | (General) | Agreed planning or 4 calendar weeks | Business Hours (8:00-16:00 CET) | 2 (two) SCs (per 24 hours) |
| Major | (General) | Agreed planning or 9 calendar weeks | Business Hours (8:00-16:00 CET) | 2 (two) SCs (per 24 hours) |
| Minor | (General) | Next quarterly release | Business Hours (8:00-16:00 CET) | None |
| Trivial | (General) | Not Applicable | Not Applicable | None |