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Rightsize Technology

Rightsize Technology

Brisbane QLD

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MyPortal
  • Brisbane
  • Capalaba
  • Eight Mile Plains
  • Melbourne
  • Sydney North Shore
  • Parramatta
  • Springfield Lakes
  • Tamworth
  • Toowoomba

Service Level Agreement

Generally, all incidents have a standard 12 hour agreed time-to-response unless otherwise stated in a Service Schedule, or Service Agreement.

Support Services

Customers may pay a service fee for the benefit of guaranteed service levels of support. Fixed price support provides higher levels of availability and response as shown in the table below

  Platinum Gold Silver Bronze
Client Device Support 24 x 7 12 x 7 12 x 5 8 x 5
Backend Support 24 x 7 24 x 7 12 x 7 8 x 5
Business Impacting Incident Response Time 4 Hr Onsite 4 Hr Response 8 Hr Response 12 Hr Response

Incident Classification

Priority Response Time SLA Description
Critical 30 Minutes This is an EMERGENCY condition that significantly restricts the use of an application, system or network to perform any critical business function. This could mean that several departments of your business are offline.
High 2 Hours The reported issue may severely restrict use of key devices in the network. This could mean that a single department is impacted but the overall network and servers are functioning.
Medium 4 Hours The reported issue may restrict the use of one or more features of the system, but the business or financial impact is not severe.
Low 24 Hours The reported anomaly in the system does not substantially restrict the use of one or more features of the product to perform necessary business functions.

The Process

  1. Upon being notified of an incident, problem or change, RIGHTSIZE will immediately classify a Ticket based on the Ticket type and the Priority. RIGHTSIZE will then assign a Ticket number and will issue that reference number to the Customer. The Customer must use and quote that reference number in relation to any dealings with RIGHTSIZE in respect of that fault.
  2. After RIGHTSIZE’s First Response, RIGHTSIZE will provide a Resolution Plan and Resolve the issue in accordance with the appropriate Service Level specified above.
  3. When RIGHTSIZE has remedied the issue, it will notify the Customer that the Ticket is “complete”.

Service Level Guarantee

RIGHTSIZE shall, in accordance with the terms and conditions provided in the CSA and this service schedule, provide to the customer the following Response Guarantee.

  Guarantee Target Target  
Priority First Response Resolution Plan Resolved Availability
Critical 60 Minutes 1 Hours 4 Hours 24×7
High 2 Hours 4 Hours 8 Hours 24×7
Medium 4 hours 8 Hours 12 Hours 24×7
Low 24 Hours 36 Hours 48 Hours 24×7
Target Completion* 90% 90% 90% –

Service Target Uptime

We aim to provide our services to you based on the below availability targets in the following table.

Service Type Availability Target Downtime P/Y
Data Centre Environment 99.995% 26.28 Minutes
Cloud Services Products
(VDC Products)
99.99% 52.56 Minutes
Fibre Optic Products 99.99% 52.56 Minutes
Copper Products 99.95% 4.38 Hours
Other Internet Products 99.8% 17.52 Hours
Enterprise VoIP 99.99% 52.56 Minutes

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Rightsize Technology

Tailored IT Support, enabling your business to grow effectively and efficiently.

1300-305-009

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