In this guide:Incidents SLA
Incident Management Service Level Agreements
Tickets will be assigned a service level agreement based on potential impact and urgency to the organization. Some examples have been provided. As ticket templates are created, these priorities can be assigned automatically but should be reviewed before the ticket is assigned to see if there are any variables that would affect this classification, such as impact to the business.
The ITS Support Center operates on four different SLA’s for incidents:
*This example list is not exhaustive but is currently in place for demonstration purposes.
|Priority||Examples||SLA - Response||SLA to Resolve|
|1 - Urgent||
||30 minutes||6 business hours|
||2 business hours||2 business days|
|3 - Medium||
||1 business day||5 business days|
|4 - Low||
||1 business day||9 business days|
Priority Metric = Impact x Urgency
Factors that will affect priority include:
- Ability to do business/business criticality
- Type of requester
- Classroom issue
- Number of users affected
- Urgency – how long can they go without the service?
- Tolerance for downtime – Is there a workaround?
The definition of Impact is as follows:
The impact of an incident ticket is a function of a number of criteria, which can be summed up as the effect of the incident. Assess the impact of an incident according to each of the criteria and make a judgment on which criteria is most important in a given case.
The definition of Urgency is as follows:
The urgency of an incident ticket is a function of a number of criteria, which can be summed up as how soon the incident must be resolved. Assess the urgency of an incident according to each of the criteria and make a judgment on which criteria is most important in a given case.
ITS Services - Service Level Agreements
ITS Purchase Request - 3 business day response, requisition issued within 2 business days once all information is collected.
Computer Administrative Rights Request - 5 business days
Special Event/Meeting Setup - Requires 2 weeks notice
Colleague Account Request - 5 business days (Requesters' VP has to approve which can cause delays.)
VPN Access Request - 5 business days
Equipment Checkout - Same day
ITS Project Request - Review and follow-up within 14 business days
Office 365 Group Request - 5 business days
Office 365 Video Channel Request - 5 business days
Shared Email Resource - 5 business days
Network Storage Drive Request - 5 business days
Informer Account Request - 5 business days
Techlink Portal Site Request - 5 business days
Website Change Request - Urgent = 1 business day, Non-urgent = 5 business days