Service Levels

The RMaaS service is available 8 hours per day, 5 days per week from 8.30am to 5.30pm AEDT.  The RMaaS service is governed by a service level agreement (SLA) which is specific to you as a customer and forms part of your customer agreement.  The service level is as follows: 

  • Twelve times a year classification of unclassified content is 90% 
  • Legal holds will be actioned within 48 hours of receiving criteria for hold; 
  • New sites placed under management within 48 hours of notification; 
  • Requested changes to Retention and Disposal Schedules occur within 72 hours of notification; 
  • Freedom of Information (FOI) assistance begins within 48 hours of receiving the request criteria; 
  • Monthly dispositions are executed per agreed defined work process; 
  • Key stakeholder collaborations occur the last Monday of every month (or another mutually agreed to time and date); 
  • Service Reports are delivered by the last day of every month; 
  • Services not consumed within the month cannot be rolled over