Skip to main content

Issue types and response times

The Service Desk responds to support requests depending on the business impact as described in the following table. The ‘Acknowledgment time’ is the maximum time for an initial response. The ‘Reaction time’ is the maximum time for an issue to be analysed, plan fix and communication plan). There are SLAs in place under the contract between Finance and Salsa Digital.

Table: Definition of business impact and SLAs that apply
Urgency Description Acknowledgement time Reaction time
Critical

Agency's production system is inoperative; or agency’s business operations or productivity are severely impacted with no available workaround; or is a critical security issue.

Critical issues are eligible for 24x7 support.

Additionally, Salsa Digital treats site launch related issues as critical and eligible for 24x7 support if the following conditions apply:

  • Launch is less than three calendar days away.
  • Launch date has been registered and confirmed with either Salsa Digital at least seven days prior to expected launch.

 

60 minutes, 24x7

Best effort (immediate) reaction time, 24x7
High

Agency’s production system is operating but issue is disrupting agency’s business operations; workaround not suitable for sustained operations.

This is the highest designation available for development and help desk questions.

4 hours during business hours; next 4 Business Hours if raised out of Business Hours 8 hours during business hours; next 8 hour of Business Hours if raised out of Business Hours 
Medium Agency's system is operating and the issue’s impact on the agency's business operations is moderate to low; a workaround or alternative is available. 4 hours during business hours; next 4 Business Hours if raised out of Business Hours 2 Business Days
Low Issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity. 4 hours during business hours; next 4 Business Hours if raised out of Business Hours 2 Business Days