Our SLA is designed to deliver Exceptional Customer Service.
Gather Differentiator: The BIG Red Button
Our standard operating targets are summarised in the table below, which includes both the targets which we are striving to meet, and the guarantees we will meet.
Our SLA is ONLY active when the ticket is in the 'OPEN' status, i.e. waiting on Gather to do something. If a ticket is waiting on the customer, or a third-party the SLA timer is paused.
All tickets are triaged according to the Information Technology Infrastructure Library (ITIL) definitions of Impact and Urgency. These are used to assign the priority of a ticket, as outlined below.
Impact
- High – The entire organisation is affected.
- Medium – Entire department, or office is affected, for example, one branch office cannot work.
- Low – Single user or very small group is affected.
Urgency
- High – One or more business processes are stopped, for example, CRM is unavailable.
- Medium – A degradation in service, for example, the internet is running slow. A change that affects one or more business processes.
- Low – Incidents or Changes with minimal impact, for example, Outlook search isn’t working correctly.