ITS Support Service Level Agreements

Modified on: Mon, Aug 20, 2018 at 9:31 AM

In this guide:

Incidents SLA
Services 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
  • Network Outage
  • Authentication server outage
  • SIS (Colleague) outage
  • Login issues
30 minutes 6 business hours
2- High
  • Classroom Technology
  • No wired internet but has access to WiFi
  • No phone access
  • VPN connectivity
  • WiFi connectivity
  • Shared network storage access issues
2 business hours 2 business days
3 - Medium
  • Printer connectivity
  • Outlook errors
1 business day 5 business days
4 - Low
  • General configuration issue
  • Minor performance issue
1 business day 9 business days

Prioritization

Priority Metric = Impact x Urgency

Prioritization Matrix

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.

Impact Matrix


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


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