Whānau Tahi Navigator standard SLA

This page is the standard Service Level Agreement (SLA) for reference purposes. See also our Navigator standard terms and conditions. Please note, your SLA may differ from the standard one below, depending on your specific requirements, the below targets and response times may differ, please use this as a guide only. P1 - P4 definitions are standard ITIL definitions and generally do not change.

The below SLA applies from the time that a ticket is logged with Whānau Tahi’s Service Desk and applies to production environments only. It only applies to fault or incident tickets, and does not apply to service requests in all cases or problem management tickets. Please ensure your ticket is correctly categorised when it is logged with Whānau Tahi Support. Please note, tickets that are emailed to Whānau Tahi support are by default service requests, therefore the SLA won’t apply until the ticket is re-categorised:

Please note: Once a workaround is identified, the incident is considered resolved with the workaround. The WHĀNAU TAHI service desk will continue working towards a complete root cause resolution, which may occur via Problem management. 

Ticket Prioritisation

Fault and incident ticket priority is outlined in the table below. The Service Desk team will action resolution of faults and incidents on a priority basis, e.g. a critical (P1) will be addressed before a medium (P3):