Identifying business services and service offerings - Documentation for BMC Service Level Management 22.1

Type of offering

Description

Basic service offering

• 98% uptime between 7 AM and 6 PM on weekdays
• Response to critical, high, medium and low issues within 30 minutes, 1 hour, 4 hours and 24 hours response, respectively, during business hours
• Compliance calculated and reported on a monthly basis

Enhanced service offering

• 98% uptime between 5 AM and 12 AM on weekdays and 8 AM to 2 PM on weekends
• Resolution of critical, high, medium and low issues within 1 hour, 4 hours, 8 hours and 24 hours response, respectively, during business hours
• Compliance calculated and reported on a weekly basis

Premium service offering

• 99% uptime 24 hours a day, 7 days a week
• Resolution of critical, high, medium and low issues within 1 hour, 4 hours, 8 hours and 24 hours response, respectively, during business hours
• Compliance calculated and reported on a daily and weekly basis