SLA Overview
SLA Overview
An overview of IT Support SLA's
Overview
This document will explain priorities and associated response and resolution times.
Priorities
Below is a breakdown of each priority and example of each request.
Urgent
Response Time: 1 Hour
Resolution Within: 4 Hours
Example: Critical Outage/Major Incident - Complete outage.
High
Response Time: 2 Hours
Resolve Within: 24 Hours
Example: Major Impact - Multiple users affected.
Medium
Response Time: 2 Hours
Resolve Within: 72 Hours
Example: Small number of users affected.
Low
Response Time: 2 Hours
Resolve Within: 120 Hours
Example: Single user issue.