Service Levels
All BSG managed services are delivered on a fixed Service Level Agreement (SLA) for the operation of your IT environment. The aim of a BSG SLA is to improve the performance of IT delivery, based on increased availability and reduced fix times. Unlike typical managed service providers, and through the utilisation of our application development team, BSG is also able to offer an SLA on all applications, ensuring you maximise your IT investment. Most BSG clients are not able to get an SLA from their internal IT teams and therefore BSG are able to offer both peace of mind and an improved service over what is typically delivered in-house.
BSG offers two types of SLA; availability based and response based.
Availability Based SLA
An availability SLA means that BSG will ensure that all relevant components of the service are running and that it is available for use by end users.
Typical SLA’s based on availability are shown in the table below:
| Service Level |
Explanation1 |
| 99.999% |
No more than 27 seconds unscheduled service unavailability per month |
| 99.99% |
No more than 5 minutes unscheduled service unavailability per month |
| 99.90% |
No more than 45 minutes unscheduled service unavailability per month |
| 99.50% |
No more than 220 minutes unscheduled service unavailability per month |
| 99.00% |
No more than 440 minutes unscheduled service unavailability per month |
1 These figures are based on an average 30 day month and are calculated on 24 x 7 availability
Response Based SLA
BSG will offer a response based SLA against the proposed environment. A Response based SLA means that BSG will respond and diagnose any issues within the environment within a pre-agreed time. Response based SLA’s can also contain agreed fix times as well and BSG can be measured on reducing the target fix times of common problems, ensuring the service being delivered is continually improving.
Typical SLA’s based on response are shown in the table below:
| Service Level |
Explanation2 |
| 2R |
A response and diagnosis within 2 hours |
| 4R |
A response and diagnosis within 4 hours |
| 8R |
A response and diagnosis within 8 hours |
| 2R 2F |
A response and diagnosis within 2 hours with a fix applied to restore service in 2 hours |
| 4R 4F |
A response and diagnosis within 4 hours with a fix applied to restore service in 4 hours |
| 8R 8F |
A response and diagnosis within 8 hours with a fix applied to restore service in 8 hours |
| NBD |
A response and diagnosis will be made by the next business day with a fix applied to restore service on a best endeavours basis |
2 These explanations can be applied on either a 24x7 or 5x8 basis