Overview
SLA stands for Service Level Agreement. This is an agreement between a service provider and their customer that defines what level of service is expected. IT has identified standards to track to ensure our services operate effectively.
SLAs will include expectations for:
- Response time - the amount of time it takes to get an initial response to your ticket. This is not the same as a resolution.
- Resolution time - the amount of time it takes for the ticket to be resolved/completed.
Request SLAs
A service request is a formal request to provide the user with something, such as information, access, advice, report, or a predefined change. You can view the request SLAs on each service in our service catalog, but in general, are as follows:
| Response Time |
6 business hours, 85% of the time |
| Resolution Time |
Within 7 business days, 85% of the time |
Note: Business hours are 9am-5pm Monday-Friday.
Incident SLAs
Incidents represent an unplanned interruption to an IT service, a reduction in the quality of an IT service, or a failure of a configuration item that could soon impact a service. Incidents take higher priority than requests to ensure normal service operation is restored as quickly as possible.
Priorities are calculated based on Impact and Urgency settings on your ticket. Here's is the matrix used to calculate the ticket priority:
Incidents have the same resolution SLA, but response times are shorter. 85% of the time, you should receive a response within the timeframes below for the incident priority:
|
Incident Priority (P)
|
Initial Response Time
|
|
P1 – Emergency
|
30 minutes
|
|
P2 – High
|
1 hour
|
|
P3 - Medium
|
2 hours
|
|
P4 – Low
|
4 hours
|
Note: Business hours are 9am-5pm Monday-Friday.