Rocket Recruitment
Rocket Trades
Rocket Healthcare
Service Level Policy
Version Control
| Version | Date | Description | Approved by |
|---|---|---|---|
| 0.1 | 27th June 2024 | Initial Draft for Review | NA |
| 1.0 | 5th July 2024 | Version 1 sign off | Adam Lee |
Next Review will be: 05/12/2024
Introduction
This Service Level Policy Document describes Mobile Rockets services and the expected levels of service that all customers can expect. Mobile Rocket review and if required renew this document annually.
Purpose
The purpose of this document is to specify the requirements of the product with regards to:
- Service levels
- Responsibilities of Mobile Rocket
Service Levels
- Service levels, rankings and priority
- Service availability
- Responsibilities
Service Levels, Rankings & Priority
| Severity Level | Description | Target Response |
|---|---|---|
| Outage | Servers down | Within 30mins |
| Critical | System unresponsive | Within 1 hour |
| Urgent | End-user impact initiated with no workaround available | Within 2 hours |
| Important | End-user impact initiated workaround available | Best endeavours |
| Monitor | Issue noted but low impact | Best endeavours |
| Information | Inquiry for information | Best endeavours |
Service Availability
Mobile Rocket shall use commercially reasonable endeavours to make the Services available 24 hours a day, seven days a week.
Planned maintenance conducted during the maintenance window of 7.00 pm to 7.00 am UK time; and unscheduled maintenance performed outside Normal Business Hours, provided that Mobile Rocket has used reasonable endeavours to give the Client at least 3 Normal Business Hours’ notice in advance.
Telephone Support
Monday to Friday: 8:30am to 4:30pm
Saturday & Sunday: Only the following levels, Outage, Critical & Urgent by contacting the following numbers:
Mainline: 01325 633 287
Customer Success: 01325 633 286
Responsibilities
Customer
Will provide all necessary information and assistance related to service performance that allows Mobile Rocket to meet the service levels outlined in this document.
Mobile Rocket
Will inform customers regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions, or as otherwise necessary.