Service Level Agreement Manual.

1. SERVICE LEVEL AGREEMENT-(SLA)<br />Severity LevelIncidents/Probs DescriptionResponse time to begin working issueResolution/ MitigationStatus UpdatesComplianceSeverity 1 Incidents Entire System Unavailable or at risk of becoming unavailable. To such an extent that AFG is not able to conduct day-to-day business activities 30 Min 4 -6 hours 1 hours 95% Severity 2 Incidents Critical part of System unavailable or at risk of becoming unavailable or System Incident / Problem with no workaround seriously impacting or at risk AFG’s ability to conduct day-to-day business activities. 1 Hour 6-8 Hours 3 Hours 95% Severity 3 Incidents Non-critical part of System unavailable or at risk of becoming unavailable or System Incident -causing or at risk of causing inconvenience and/or increased work effort but not seriously impacting AFG’s ability to conduct day-to-day business activities 1.5 Hours 10-12 Hours 4 Hours 95% Severity 4 Incidents Incident with System that is causing or at risk of causing a minimal amount of increased work effort but is not impacting AFG’s ability to conduct day-to-day business activities. 2 Hours Next Working Day 6 Hours <br />Best regards,<br />Mohammed Abdul Nayeem<br />Manager – IT Infrastructure<br />Enterprise IT Services (EITS)<br />Al Faisaliah Group<br />P.O. Box: 16460 Riyadh 11464 - Saudi Arabia<br />Phone : +966 (1) 2119510<br />Fax : +966 (1) 2119998 x 9510<br />Mobile : +966 (50) 5688102<br />