SERVICE LEVEL AGREEMENT-(SLA)Severity LevelIncidents/Probs

Description Response time to begin working issue

Resolution/ Mitigation

Status Updates

Compliance

Severity 1 Incidents

Entire System Unavailable or at risk of becoming unavailable. To such an extent that AFG is not able to conduct day-to-day business activities

30 Min 4 -6 hours 1 hours 95%

Severity 2 Incidents

Critical part of System unavailable or at risk of becoming unavailable or System Incident / Problem with no workaround seriously impacting or at risk AFG’s ability to conduct day-to-day business activities.

1 Hour 6-8 Hours 3 Hours 95%

Severity 3 Incidents

Non-critical part of System unavailable or at risk of becoming unavailable or

1.5 Hours 10-12 Hours 4 Hours 95%

SERVICE LEVEL AGREEMENT

(SLA)

System Incident -causing or at risk of causing inconvenience and/or increased work effort but not seriously impacting AFG’s ability to conduct day-to-day business activities

Severity 4 Incidents

Incident with System that is causing or at risk of causing a minimal amount of increased work effort but is not impacting AFG’s ability to conduct day-to-day business activities.

2 Hours Next Working Day 6 Hours

Best regards,

Mohammed Abdul Nayeem

Manager – IT Infrastructure

Enterprise IT Services (EITS)

Al Faisaliah Group

P.O. Box: 16460   Riyadh 11464 - Saudi Arabia

Phone   : +966 (1) 2119510

Fax        : +966 (1) 2119998 x 9510

SERVICE LEVEL AGREEMENT

(SLA)

Mobile  : +966 (50) 5688102

SERVICE LEVEL AGREEMENT

(SLA)