DOCUMENTATION

Service Level Agreement

This document gives an overview of Ironstone IT's group companies (collectively "Ironstone") Service Level agreement (SLA).

About the agreement

Scope of agreement

The service description applies to all services that the Customer has acquired from Ironstone.

About the service team

As a customer of Ironstone, you are important. Therefore, we have built a Scandinavian team specialized to support you in the cloud. The team is “born in the cloud” and is staffed by cloud engineers who have competencies within Microsoft's latest technology.

Our technicians have selected Microsoft competencies within their area of expertise, and we are proud to be a Microsoft Gold Partner. The accreditation signifies that Ironstone has earned the highest possible competency requirements of a partner, and thus supports Ironstone's role as one of the top independent partners. Microsoft Competencies are designed to meet customers' needs and display expertise to prospective customers.

We have chosen competencies that support the services we deliver, to ensure that our customers get the best distribution, monitoring, adoption, support, and migration to the cloud. Read more about our competencies here.

Service level Agreement

The CSP (Cloud Solution Provider) agreement covers the following service requests and incidents for free:

  • Break-fix technical escalations for Microsoft platform services.
  • Billing and subscription management-related incidents
  • Billing and subscription management

All other inquiries will require approval and are charged according to the general agreement.

End user support for the People product is included when buying access to first line support. All other inquires will be charged according to the general Agreement.

Business hours define when we work on a inquiry or alert. Priority matrix defines how we prioritize the different inquiries and alerts.

Products and services covered by the service level agreement:

  • Microsoft Azure services released to General Availability and bought from Ironstone.
  • Microsoft Azure Public previews and bought from Ironstone.
    • Note that public previews are not covered by any SLA and are not financially backed.
  • All Microsoft Cloud licenses released to General Availability and bought from Ironstone such as Microsoft 365, Power Bi, and Office 365
  • Non-Microsoft technologies, when provided by Ironstone as part of a Service Delivery. Such as:
    • Print
    • Backup
    • Third party patching
  • All ironstone service deliveries.

Product and services not covered by the service level agreement:

  • Support for services bought through another channel, partner, or third parties is not covered by Ironstone.
  • Assessment phases and pilot projects are handled within the agreed scope of the project, and always by best efforts until production. 
  • The full Dynamics 365 suite.

Ticket Classifications

The vendor classifies all inquiries and alerts. That means any inquiry or alert will be classified as one of the following categories:

  • Incident's is defined as an unplanned interruption to an IT service or reduction in the quality of an IT service. Meaning something does not work or there is a security breach.
  • Service Request is defined as a formal request from a user for something to be provided – for example, a request for information or advice. In other words, a service request is raised when you want to obtain something that you do not have in the first place. Be it access to an application, requesting help on how to, or upgrading to a higher version of software.
  • Changes- The addition, modification, or removal of any authorized, planned, or supported service or service part that could influence IT services.
  • Problems- a cause, or potential cause, of one or more incidents. A known error is a problem that has been analyzed but not resolved.

Pre-approved changes are defined as a service request to ensure efficient operations.  

Approval flow

All changes, service requests and problems that require more than 2 hours of work, will require an approvers approval before we start working on the inquiry. An approver will need to approve the request by logging in to the vendors support portal and approve the inquiry.

Approvers are appointed by the signee of this agreement and can be changed by the signee at any time. An approver has the authority to order any change on any system to any cost. 

The vendor reserves the right to work on any change, service request or problem, if it requires less than 2 hours of billable work. Meaning all work under 2 hours are pre-approved and the customer acknowledges that the vendor will charge for these hours.

The vendor will work on incidents until the root cause is found without the customers approval. Once the root cause is found, and it is not a platform problem, covered by an Ironstone service, or cannot easily be fixed, any required change to resolve the incident will have to be approved by the customer.

Priority matrix

The vendor prioritizes inquiries and alerts based on priority. The priority is set based on the Impact and Urgency of the inquiry or alert.

Incidents triggered by monitoring of Customer infrastructure, platform errors, or Microsoft 365 environment will be prioritized according to either.

  • Agreed on impact and urgency matrix during Customer implementation project.
  • Vendor best practices.
  • Third party best practices.

When possible, the Vendor prioritize to follow the product or service vendors pre-defined classifications for infrastructure related incidents.

Inquires reported from IT administrators and end users will be categorized under the service response matrix. Impact and urgency are defined by either:

  • The vendor according to the selected service request from the vendors customer portal.
  • A cloud engineer based on the information given from the customer.

Impact refers to the effect an inquiry or alert has on service levels.

  • For example, an internet outage will have a "High" impact as it can affect many employees. But, if an internet outage happens only for a particular conference room, it may have a "Low" impact.

Urgency refers to how soon an inquiry or alert should be resolved.

  • Adding to the earlier example, if the business is into shares and stocks, every minute of internet downtime will cost them money. Hence, the incident will have a “High” urgency. Similarly, since it is only a conference room that is experiencing internet downtime and not a workstation, it may have a “Low” urgency.

Simply put, Priority = Impact x Urgency

 

The Vendor may downgrade the priority level if the Customer is not able to provide adequate resources or responses to enable Vendor or a third-party supplier, such as Microsoft, to continue with problem resolution efforts.

To improve response and resolution times Customer must give Vendor correct contact information as well as detailed information on the problem and how it can be reproduced.

Priority Description

 

Priority Level

SITUATION

EXPECTED CUSTOMER RESPONSE

Urgent

Critical business impact

One or more services are not accessible or unusable. Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or profitability. Multiple users or services are affected.

One or more critical security events are raised.

Customer confirms that the issue has a critical business impact, with severe loss and degradation of services.

The issue demands an immediate response, and Customer commit to continuous, 24x7 operation, every day with Vendor or a third-party supplier, such as Microsoft, until resolution, otherwise, Vendor may at its discretion decrease the Severity to level High.

To improve response and resolution times Customer must give Vendor correct contact information as well as detailed information on the problem and how it can be reproduced.

High

Severe business impact

One or more services experience interruptions or severe performance problems. Production, operations, or deployment deadlines are affected. Multiple users or services are affected.

Customer confirms that the issue has a severe business impact, with high performance impact or interruptions to services.

The issue demands a swift response, and Customer commit to continuous operation during extended business hours, with Vendor or a third-party supplier, such as Microsoft, until resolution, otherwise, Vendor may at its discretion decrease the Severity to level medium.

Medium

Moderate business impact

The Service is usable but in an impaired fashion. The situation has a moderate business impact and can be dealt with during business hours. A single user, customer, or service is partially affected.

Customer confirms that the issue has a moderate impact on Customer business with loss and degradation of services, but workarounds enable reasonable, albeit temporary, business continuity.

The issue demands a prompt response and Customer commit to continuous operation during normal business hours, every day with Vendor or a third-party supplier, such as Microsoft, until resolution, otherwise, Vendor may at its discretion decrease the Severity to level low.

 

Low

Minimum business impact

The situation has minimal business impact. The issue does not have a significant current service or productivity impact on the customer. A single user is experiencing Partial disruption, but an acceptable workaround exists.

Customer confirms that the issue has a minimal impact on Customer business with a minor impediment of service.

For a low priority inquiry or alert, Vendor will contact Customer during business hours only.

 

Urgency matrix

Category

Description

Security description

Low

One user or a small group of users is affected

 

Medium

Teams or large groups of users are affected

 

High

All users are affected

 

 

Impact Matrix

Category

Description

Security description

Low

More of an irritation than a stoppage

 

Medium

Customer productivity is degraded, but there are workarounds

 

High

Customer cannot work and critical processes are stopped

 

 

 

Service Level Agreement Targets

Alarms triggered by monitoring of Customer infrastructure, platform errors, or Microsoft 365 environment will be categorized under the incident response matrix.

Inquires reported from IT administrators and end users will be categorized under the service request matrix.

Incident response matrix

Severity level Response time On-call Response time
Urgent < 15 min < 1 hour
High < 1 hour < 1 hour
Medium < 4 hours  Not covered by on-call
Low < 2 days  Not covered by on-call

Service Request Response

Severity level

Response time

On-call Response time

Urgent

< 1 hour

< 1 hour

High

< 4 hours

< 1 hour

Medium

< 1 day

 Not covered by on-call

Low

< 4 days

 Not covered by on-call

 

Incidents reported by the customer must include the following information to be classified correctly.

  • Number of affected users
  • Affected systems and / or applications
  • Error description
  • How to reproduce error
  • Time when error occurred
  • Incident contact person, e-mail address and telephone number.

For cases with assumed priority Urgent, the Customer must contact Support per. Telephone or chat to ensure prompt response.

Business hours

Business hours follow the agreed-on terms in General agreements.

Classification

Applicable to

Opening hours

Standard business hours

End users and IT administrators

0800-1600 CET, Monday -Friday

Extended business hours

End users and IT administrators

0800-2200 CET, Monday -Friday

On-call

IT administrators, approvers

2200-0800, Monday - Friday

Saturday, Sunday, red days 24/7/365

 

 

Inquiries outside the agreed-on business hours classification can be made by all IT administrators and approvers. The inquiry fee outside normal business hours are:

  • 1600-2200:According to general agreements, minimum 2 hours.
  • 2200-0800: According to general agreements, minimum 2 hours.

Note that customer who have signed an on-call agreement will be prioritized. 

Contact information

Chat

https://portal.ironstoneit.com/

Phone Norway

+47 23507481

Phone Sweden

+46 850248647

Mail

Support@ironstoneit.com

Portal

https://portal.ironstoneit.com/

 

Technical Service Level - Management

Supplier

Service

SLA

Microsoft SLA

All Services

Link

Microsoft SLA

Azure

Link

Microsoft SLA

Microsoft 365

Link

Printix

Cloud Print services

99.9% Link

Spanning

Data protection services for Office 365

99.9% Link

 
 
 
We reserve the right, at our sole discretion, to update, change or replace any part of these terms by posting updates and changes to our website. Please check our website periodically for changes.