Fault Handling Process and Standard SLA

Purpose
The purpose of this policy is to outline the procedures for handling faults within our IT services and support operations. This policy ensures that faults are addressed promptly and efficiently, minimising downtime and ensuring high levels of customer satisfaction.
Scope
This policy applies to all employees, contractors, and third-party vendors involved in the provision of IT services and support. It covers the identification, reporting, prioritisation, resolution, and documentation of faults.
Definitions
Fault: Any disruption, degradation, or failure of IT services, systems, or equipment that impacts the normal operation or performance.
Incident: An event that has caused or could cause an interruption to the standard operation of IT services.
Service Level Agreement (SLA): A contractual agreement that defines the expected level of service, including response and resolution times for faults.
Fault Identification and Reporting
User Reporting: Users should report faults via ithelpdesk@cyan-it.co.uk or 020 8142 4394
•
Users must provide detailed information about the fault, including the time of occurrence, symptoms, and any error messages.
Fault Prioritisation
Faults will be prioritised based on their impact and urgency:
Fault Resolution Process
•
Initial Diagnosis: The assigned technician will analyse the fault, determine the root cause, and implement a temporary workaround if possible.
•
Resolution Implementation: The technician will take appropriate steps to resolve the fault permanently.
•
Escalation: If the fault cannot be resolved within the allocated time, it should be escalated to a higher support level or specialist team.
•
Communication: Users should be kept informed of the fault status, with regular updates until resolution.
Fault Documentation
•
Upon resolution, the ticket must be updated with detailed information on the resolution steps taken, including any changes made to the systems or services.
•
The ticket will be closed only after confirmation from the user or verification that the service is fully restored.
Continuous Improvement
•
Fault trends and recurring issues will be analysed regularly to identify areas for improvement in service delivery and fault handling processes.
•
Feedback from users and stakeholders will be solicited to refine and enhance the fault handling procedures.
Review and Updates
•
This policy will be reviewed annually or as needed to reflect changes in services, technology, or regulatory requirements.
•
Updates to the policy will be communicated to all relevant personnel and stakeholders.
Last reviewed: August 2024 Version 1