IT Service Desk Level Agreements

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Infrastructure SLA’s

Severity Level : Critical
Initial Response Time : 15 minutes
Definition : Business outage or server failure that threatens future productivity.
Resolution Time : Within 3 hours

Severity Level : Urgent
Initial Response Time : 15 minutes
Definition : High-impact problem where production is proceeding, but in a significantly impaired fashion; 
there is a time-sensitive issue important to long term productivity that is not causing an immediate work stoppage; 
or there is significant customer concern.
Resolution Time : Within 5 hours

Severity Level : High
Initial Response Time : 15 minutes
Definition : Important issue that does not have high productivity impact.
Resolution Time : Within 6 hours

Severity Level : Normal
Initial Response Time : 15 minutes
Definition : General issues which need investigated, but not at a matter of high importance.
Resolution Time : 1-2 Days

Severity Level : Low
Initial Response Time : 15 minutes
Definition : Requests that are often for things that are not an issue, but something that needs looked in to when the time allows.
Resolution Time : 2-4 Days

Software SLA’s

Severity Level : Emergency
Initial Response Time : 15 minutes
Definition : System outage that stops production or stops supply of logs. System failure that causes significant and immediate financial damage to the business.
Resolution Time : Within 4 working hours

Severity Level : Standard
Initial Response Time : 15 minutes
Definition : General issues which need investigated.
Resolution Time : Within 1 working week*

*Subject to release schedule where applicable