The Accord standard operating service level agreement (SLA) is the standard operating procedure by which all work orders are handled and benchmarked. Below are the standard response times we work to

Priority Response Time On Site Completion Time Impact of fault
Priority 1 Critical Immediate Within 2 hours from receipt of call 4 hoursMay jeopardise security/safety/operations resulting on the closure of the area concerned and/or interrupting operational activities
Priority 2 High Within 1 hour Within 8 hours from receipt of call 24 hoursMay jeopardise security/safety/operations but would not result in the closure of the area concerned and/or interrupting operational activities
Priority 3​ Medium 24 hours Within 7 hours from receipt of call 7 days Does not jeopardise security/safety/operations at customer site but does impact on the integrity of the security/fire/facilities support systems. No operational impact
Priority 4​ Low 24 hours 7  to 21 hours from receipt of call Work to be completed  prior to Work Order Due Date  specified Priority 4 is used to identify and categorise planned maintenance orders and does not jeopardise security/safety/operations at customer site and does not impact on the integrity of the security/fire/facilities support systems. No operational impact

*Priority Level: Each work order to be assigned a ‘default’ priority level which will be confirmed or changed at time of lodging request using guidelines to be agreed

**Response Time: To be measured from first notification of requirement(i.e. Call to Call Center) to when the Call Center Takes action

***Completion Time: Ether Work Order is closed off, or situation made safe and plan and time-frame agreed with customer of rectification, measured from when technician arrives onsite.