Cannings Purple commits to providing the infrastructure, technology, personnel, process, and monitoring tools to effectively deliver on the described SLA, meeting response times associated with the priority assigned to individual service requests.  

Baker Tilly International will commit to providing Cannings Purple with the necessary information and access to address the issue or task, responding to further information requests in a timely manner.  

Standard response coverage is during extended business hours Monday to Friday 7am to 9pm AWST. This provides live coverage during at least two business hours across the network as well as overnight resolution for the entire network.  

Critical Priority Level (Level 1)  

Issues are classified as immediate or urgent when the site is down or unresponsive. Any server outages will fall under the separate Server Level SLA agreement. 

High Priority Level (Level 2)  

Issues are classified as high priority when there is no workaround and it’s impacting business as usual. This may include forms not saving or page rendering issues. 

Normal Priority Level (Level 3)  

Issues are classified as normal priority when they relate to the website’s functionality. This may include errors with downloading files and navigation. 

Low Level Priority Level (Level 4)  

Issues are classified as Low priority when they relate to the website’s functionality. This may include image rendering incorrectly, broken links, content change requests or feature requests. 

We have provided a draft Service Level Agreement in the RFP that accompanies this microsite and some key highlights below. In any arrangement we confirm agree specific terms prior to the commencement of the project, but indicative arrangements include performance targets, resolution times and escalation details. 

Communications channels 

We take a multichannel approach, accepting requests through our online ticketing system  and email at all times for administrator-level requests. For content requests we provide Microsoft Teams support as well and for firm admins, we can schedule in-person calls.  

Maintenance and updates 

We monitor for updates fortnightly and allow for four updates a year. Major upgrades that require significant development may incur additional scope. 

Client ticketing 

A ticketing system will be used to manage firm requests for support. All ticketed requests will be triaged with the following response times.