Incident Management
This Service Level Agreement (SLA) applies to the incident response commitments for all ITS services. Incident response times vary according to the priority level assigned to the incident. The priority level is a computed value based upon the Impact and Urgency settings in the Service Desk system.
Incident Response Times
The table below identifies the service level commitments for incident response times as they relate to the defined Priority levels described above.
| Item | Priority Level | Metric | Target | Description |
|---|---|---|---|---|
| Respond | Critical | 1 hour | 90% | Acceptance of the receipt of the incident in the ticketing system and responding to the user by attempting to make contact via phone or email. |
| Urgent | 8 business hours | 80% | ||
| High | 16 business hours | 80% | ||
| Normal | 32 business hours | 80% | ||
| Resolve | Critical | 4 hours | 90% | Either full resolution or a work around is in place restoring the user, or users, to normal service operation. |
| Urgent | 16 Hours | 80% | ||
| High | 32 Hours | 80% | ||
| Normal | As agreed upon with Client. | 80% |
Escalation
Please note that beginning January 14, 2011 the team lead and the manager for each service will receive notifications when SLO's are close to their due date. ITS managers and the Service Desk will be following up to make sure incidents are addressed as quickly as possible.