Service Level Agreement

Intersys will always endeavour to react to service alerts as quickly as possible. We will triage and prioritise issues, to ensure best service. The definitions and response times for these priority levels are as below.

Examples of our Priority Responses: 

MSP = Managed Service Provider service (‘Business As Usual’ IT Support) 

SOC = Security Operations Centre (Cyber Security Service) 

Priority 1 

• MSP: Email system offline, email outage at primary location 
• MSP: Entire site unable to work 
• SOC: Alert or notification of a senior level account breach 
• SOC: Virus/ransomware report, affecting multiple machines 

Priority 2 

• MSP: Restricted functionality affecting organisation / VIP 
• MSP: User account changes 
• SOC: Account breach of a non-senior member of staff 
• SOC: Virus/ransomware report affecting a single machine OR unusual login activity from a senior member of staff 

Priority 3              

• MSP: Restricted functionality affecting a user 
• SOC: error with an antivirus software 
• SOC: unusual login activity for a non-senior member of staff 

Priority 4 

• MSP: Service request or system administration 
• SOC: All other alerts created by automated monitoring software 

Priority Response Time (during your agreed helpdesk hours) 

• Priority 1 = 1 Hour 
• Priority 2 = 2 Hours 
• Priority 3 = 4 Hours 
• Priority 4 = 16 Hours