Service Level – DES

Digital Education Support


Service Level Agreements (SLAs) essentially represent our promise to deal with your requests within a given time frame.

They show that we have an efficient and mature process for providing support and that you can have confidence in us.

SLAs also allow us to manage expectations.

Standard Hours of Cover

Digital Education Support is a remote support only service.

Remote Support – 9:00 am to 4:00 pm (GMT/BST), from Monday to Friday, but excluding public holidays for England.

Our SLA timers run only during your agreed hours of cover.

How we work out priorities

Our SLA timers also depend on the priority of your issue or request. When you raise a ticket with us, we make an assessment based on the information you have given us.

We let you know the priority we have assigned, but are happy to take extenuating circumstances into account if you think we’ve got it wrong.

Priority is based on two factors: urgency and impact.


Roughly, this is how many people are affected by the incident, e.g.

  • LOW – one person or small group of people affected
  • MEDIUM – department or a large group of people affected
  • HIGH – whole organisation is affected
  • PRE-SCHEDULED – requests scheduled for a specific date in the future


Again, roughly speaking, this relates to how disruptive the incident is, e.g.

  • LOW – there’s an easy and effective workaround, so this is more an irritation than a stoppage
  • MEDIUM – operational efficiency is degraded, but there is either a reasonable workaround or other members of the team are unimpeded
  • HIGH – the issue is critical and one or more major business processes are stopped
  • PRE-SCHEDULED – requests scheduled for a specific date in the future