Dept Unit Scope of Work

Production Site Monitoring and Maintenance

Infrastructure Development
Release Management
Incident Management

Office Site Monitoring and Maintenance

Infrastructure Development
Incident Management

Help Desk Incident Management

Customer Service
*) from mail of last approval until reply mail done and not included another team's SLA or additional revision by develop
**) resolution time is from email received until reply mail done and not included another team's SLA

severity 1 server dan atau network down

severity 2 applikasi down, web report can't access
severity 3 username cannot login
 SLA KPI - 5
Availability and network access for production environment 99.5% per month (green
zone included)
as deadline
Upto 4 hours
Severity 1 response upto 2 hours
Severity 1 resolution upto 6 hours
Severity 2 response upto 4 hours
Severity 2 resolution upto 1 day
Severity 3 response upto 6 hours
Severity 3 resolution upto 5 days
Availability and network access for production environment 99% per month (green zone
included)
as deadline
Severity 1 response upto 2 hours
Severity 1 resolution upto 6 hours
Severity 2 response upto 4 hours
Severity 2 resolution upto 1 day
Severity 3 response upto 6 hours
Severity 3 resolution upto 5 days
Severity 1 response upto 2 hours
Severity 1 resolution upto 6 hours
Severity 2 response upto 4 hours
Severity 2 resolution upto 1 day
Severity 3 response upto 6 hours
Severity 3 resolution upto 5 days
upto 5 drop calls per month
and not included another team's SLA or additional revision by developer
y mail done and not included another team's SLA
KPI - 4 KPI - 3 KPI - 2 KPI - 1
> 99.9% 99.5% - 99.9% < 99.5%

< deadline meet deadline > deadline

< 2 hours 2 - 4 hours > 4 hours
< 1 hours 1 hour - 2 hours > 2 hours
< 3 hours 3 hours - 6 hours > 6 hours
< 2 hours 2 hours - 4 hours > 4 hours
< 6 hours 6 hours - 1 day > 1 day
< 3 hours 3 hours - 6 hours > 6 hours
< 1 day 1 day - 5 days > 5 days
> 99.5% 99% - 99.5% < 99%

< deadline meet deadline > deadline

< 1 hours 1 hour - 2 hours > 2 hours
< 3 hours 3 hours - 6 hours > 6 hours
< 2 hours 2 hours - 4 hours > 4 hours
< 6 hours 6 hours - 1 day > 1 day
< 3 hours 3 hours - 6 hours > 6 hours
< 1 day 1 day - 5 days > 5 days
< 1 hours 1 hour - 2 hours > 2 hours
< 3 hours 3 hours - 6 hours > 6 hours
< 2 hours 2 hours - 4 hours > 4 hours
< 6 hours 6 hours - 1 day > 1 day
< 3 hours 3 hours - 6 hours > 6 hours
< 1 day 1 day - 5 days > 5 days
< 3 drop calls 3 - 5 drop calls > 5 drop calls