Service Level Agreement for Tech Incidents
The Service Level Agreement (SLA) informs how service tickets (technical incidents and reported issues) are prioritized.
Priority Information
The objective of the ITS Priority is to provide guidance for responding to incidents, service requests, and problems at CNM. Priority is derived from the combination of Impact and Urgency and reflects the organizational response required for the incident. Below is a description of each Priority and the corresponding SLA times.
Response to Incidents |
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|---|---|---|---|---|
| Priority | Description | Response Time | Resolution Time | Goal |
| Critical | An immediate and sustained effort using all available resources until resolved. On-call procedures are activated, vendor support invoked. Hierarchical escalation is invoked. | 15 minutes (Monday - Friday business hours, otherwise, 30 minutes) | 4 hours or less (around the clock) | 90% |
| High | Assigned staff members respond immediately, assess the current situation, and may interrupt other staff working on lower-level priorities and/or Service Requests to assist in timely restoration. | 30 minutes | 8 hours or less (around the clock) | 90% |
| Medium | Assigned staff members respond using standard procedures and operating within normal supervisory management of the current workload. | 2 hours | 3 business days | 90% |
| Low (Default) | Assigned staff members respond using standard operating procedures as time allows within the current workload. | 1 business day | 5 business days | 90% |
Response to Service Requests |
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| Low | Assigned staff members respond using standard operating procedures as time allows within the current workload. | 1 business day | 5 business days | 90% |