Priority Monitoring

Connecting London shall employ a “Service Desk Solution” to record, document and report on all requests reported or discovered. Service desk operators are automatically notified in the event of any potential or actual breach of the SLA.

Urgency

Whereas the SLA priority is determined by criteria as set out in Table 6 below; as well as the judgement of the “Service Desk” personnel, the urgency is the priority level asked for by the Client when logging a request. The request for a higher level urgency, which can reflect on response and resolution times may be allowed if the service desk operator agrees.

Though the wishes of the Client are important, the Service Desk operator shall be careful not to confuse urgency with priority. Since users often overstate the urgency, the “Service Desk” must assign a priority based on the merits of each call with a view to the current workload and status of the system as a whole.

Call Logging and Receipt

When a request for service or support is logged by any of the published means the call is placed in “Dispatch”. Internal procedures ensure that these requests are moved from “Dispatch” to an appropriate “Queue” or “Support Rep” for action in the shortest possible time; this applies during “Business Hours” only. Calls placed in “Dispatch” out of “Business Hours” will be dealt with at the earliest opportunity.

Categorisation and Priority Allocation

All requests for support and service shall be categorised and recorded in the Service Desk solution. Then dependant upon the exact nature of the request, a priority shall be applied by the service desk operator; this priority will determine the SLA that the request shall be subject to.

Table 5 - Categories

Table 6 - Priority allocation

Note: any error or failure may be subject to the provision of support from external companies and agencies. Connecting London will always endeavour to attain the best service responses from these companies, but cannot make any guarantees.

Table 7 - (SLA) Service Level Agreement

Response Time shall mean the time between the requests being created (reported and logged in the Service Desk solution) and the first time it is put into service by a support representative.