What are our Service Level Agreements?
The following document indicates the way that technical incidents are categorised and assigned priorities, along with associated response and resolution times. Please note that the time periods indicated only apply to the PortmanDentex Service Desk team, and if queries are sent to 3rd parties for support, the SLA timer is suspended until we receive a response.
Priority
Response Time
Resolution within
Definition
Update Schedule
Critical (P1)
15 mins
1 hr
A significant outage or substantial loss of functionality within critical systems affects a large number of users, where any delay in restoring services is unacceptable.
- Complete loss of PMS (Patient Management System) or Imaging systems.
- Complete loss of Labs management systems.
- Complete loss of internet, network, or WiFi connection.
- Complete loss of telephony services.
- Major disruption to Microsoft services (Email, Teams, SharePoint, etc.).
- Complete loss of any business-critical central application (Finance systems, Ticketing systems, etc.).
- Any potential GDPR breach.
- Critical server failure (server offline, unable to boot, etc.).
Every 30 mins
High (P2)
30 mins
4 hrs
An incident affecting a high number of users or a business-critical application, which is causing significant adverse effects.
- Loss of email service for multiple colleagues, though a workaround is available if some colleagues still have access.
- Backups are failing.
- The website is unavailable.
- Major functionality is impacted or running slowly on PMS.
- Major functionality is impacted on the Labs management system.
- Major functionality is impacted on Imaging.
- Complete loss of printing/scanning services.
- Complete loss of card processing capability.
- Complete loss of guest WiFi.
- Internet or network degradation.
- The slowness of any business-critical central application or system (e.g., Finance systems, Ticketing systems).
- Colleague hardware failure requiring replacement (Laptop/Desktop).
- Hardware/Peripheral failure with no workaround (e.g., dead monitor).
Every 60 mins
Medium (P3)
1 Day
3 Days
Multiple users of non-critical applications are impacted, making a non-critical system unusable. A partial workaround or bypass is available, but functionality remains degraded.
- Card processing capability is reduced, but at least one PDQ machine is still operational.
- One or more printers are not working, but a workaround exists.
- WiFi degradation is occurring in certain areas of the practice.
- Failure of a disk in the server/NAS.
- The spam filter blocks email.
- PMS reminders not being sent.
Every 24 hrs
Low (P4)
2 Days
10 Days
A limited number of users are impacted, resulting in minimal or no business disruption. Workarounds are readily available, or the issue is an inquiry that will take some time to resolve or is considered a 'nice to have.' The requester indicates low priority.
- No sound on a PC.
- Headset is not working.
N/A