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Service and Operating Level Agreements

 

PGi Incident Management Overview

PGi utilizes ITIL methodology to prioritize incidents, taking into account the scale of end user impact and resulting urgency of response required.  Note that priority definitions are global PGi standards and cannot be altered for individual customers.  The following sections further define incident management and the associated Operating Level Agreements specific to each incident priority.

 

Incident Management Definitions

  • Incident:  An incident is defined as an unplanned interruption or reduction in quality of an IT Service (PGi service), that also includes end user inquiries specific to the contracted services.
  • Priority:  Priority determines the relative importance of an Incident which will drive how quickly PGi’s Service Desk/Organization will restore incidents.  Priority classifications are set based on selection of end user impact and urgency of restoration.
  • Impact:  Impact is the effect on the business that an incident has or might have.  Generally, the impact is also equal to the extent to which a service is available.  The service availability can range from generally available to a degraded level to completely unavailable.  The effect on the business is usually measured in terms of a financial loss (or potential loss) due to the level of the impact.
  • Urgency:  Urgency is a measure of business criticality of the Incident where there is an effect upon PGi business deadlines.
  • Incident Management:  Incident Management is the overarching terminology that encompasses all aspects of incidents, prioritization, response posture, restoration, resolution and root cause analysis closure of higher priority incidents.

 

Incident Prioritization

Priority is determined by selecting the appropriate High, Medium, or Low value based on scale of impact and required urgency specific to resolution.  The combination of the selected urgency and impact values determine the overall Priority of the Incident.  The following matrix highlights priority level classifications of incidents based on Impact and Urgency:

                        Urgency

Impact

High

Medium

Low

High

1

2

3

Medium

2

3

4

Low

3

4

4

None

5

5

5

 

Impact Definition

Impact is a measure of the effect the Incident is having, or might have, on the business being provided as part of PGi managed services.*  It is often equal to the extent to which agreed or expected levels of service may be distorted.

Impact

Definition

High

  • An enabling service is not operating correctly, and no backup/alternate means exist for the client. **

Medium

  • An enabling service is not operating correctly, but backup/alternate means do exist for the client.  **
  • An enhancing service is not operating correctly, and no backup/alternate means exist for the client. **
  • The incident is identified as confirmed fraud.

Low

  • An enhancing service is not operating correctly, but backup means do exist for the client.  **
  • The client is unable to access a PGi product due to circumstances under the affected client’s control (applies to clients who have reliance upon systems or networks they control or PGi has no responsibility to support).
  • Client identified, or was advised of, the issue before the impact to the service occurred.
  • Product is fully functional, but at-risk due to loss of redundancy or capacity in its supporting architecture.
  • The incident is identified as suspected fraud.

No Impact

  • There is no impact to a core, enabling or enhancing service AND the client has a question about a product or about their account
  • Client requests

 

* Encompasses PGi infrastructure, dedicated customer resources, any contractually sold third party services, and dedicated phone services that PGi is responsible for providing. Does not include customer provided infrastructure or telephony services.
* For web products, the impact must affect the entire product.  For audio products, the impact must impact an entire site or segment.
** An alternate is defined as anything we can implement for the client while in-call with them.

 

Urgency Definition

Urgency is a measure of business criticality of the Incident where there is an effect upon PGi business deadlines. The urgency reflects the time available for PGi to repair or avoidance before the impact is felt by the business. 

Urgency

Definition

High

Highest incident response posture.  Default urgency for any client with a VIP* designation. 

Medium

Elevated incident response posture.  Default urgency for any Diamond or Platinum client*.

Low

Normal incident response posture. 

 
* May be downgraded on agreement of the customer that their incident does not require the current urgency.
* VIP designation should be reserved for C-Level Executives, their administrative assistants or extenuating circumstances.
 
 

OLA Definitions

 

The following highlight the OLA terminology and definitions:

  • IRT = Initial Response Time.  For higher priority incidents, IRT is the duration of time between PGi proactively identifying an end user impacting incident and providing notification to the customer per agreed upon protocols.  For lower priority incidents, IRT is the duration of time from an end user reporting an incident and PGi providing the incident number for tracking purposes.
  • MTRS = Mean Time to Restore Service.  MTRS is the time between when the Incident is initiated and when service is restored to normal operation.

 

Operating Level Agreements (OLA’s) by Priority

PGi Priority

(Severity)

OLA Performance Targets

OLA

Update Frequency

1

[Critical]

IRT:  0.25 hours
MTRS:  2.00 hours
OLA Clock:  24/7

Every 30 minutes from initial notification

2

[High]

IRT:  0.50 hours

MTRS: 4.00 hours
OLA Clock:  24/7

Every 1 hour from initial notification

3

[Medium]

IRT:  2.00 hours
MTRS:  24.00 hours
OLA Clock:  7am – 7pm (M-F) *

* Time zone is dependent on Region and ticket ownership

Every 12 hours from initial notification

4

IRT:  3.00 hours
MTRS: 48.00 hours
OLA Clock:  7am - 7pm (M-F) *

* Time zone is dependent on Region and ticket ownership

Every 24 hours from initial notification

5

IRT:  N/A
MTRS:  60.00 hours
OLA Clock:  7am – 7pm (M-F) *

* Time zone is dependent on Region and ticket ownership

N/A

NOTE:  Assuming a reasonable number of attempts have been made to engage with the end user for follow-up on reported incidents, tickets will be closed after 2 business days of non-response.

Time Zones Utilized for OLA Calculation

The following highlight the time zones utilized by region:

Region

Time Zone

NA

Central (GMT -6)

EMEA

Greenwich Mean Time (GMT)

INDIA

IST (GMT +5.5)

APAC

Singapore/Hong Kong (GMT +8)

Australia (GMT +10)

 

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