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Overview

This service level agreement (SLA) is valid for all IT services provided to support business processes according to the current valid IT service catalogue, if no other agreements are in place. The Generic SLA may be extended or replaced by specific SLAs. 

Service delivery & operating times 

IT services according to the service catalogue are in general delivered during 24 hours per day, 7 days per week (i.e. 365 days or 8,760 hours), to seamlessly support business operations. Planned and announced interruptions may reduce the effective operating time of a service. 

Services, for which even a short downtime has significant impact on business operations, are marked in the service catalogue as either a high-criticality service or a medium-criticality service. 

Overall availability target 

For each service provided, the minimum annual availability target is 99.5%, independent from the criticality of the service. This means that in one year, the service must not be unavailable for more than 43 hours, if the effective operating time is 8,760 hours. Planned and agreed interruptions (e.g., for maintenance) are not considered as unavailability, since they are not part of the effective operating time. 

Incidents & support

Incident and request type requests are resolved according to Priority Matrix 

Table of Amendment