Overview
This document outlines the Service Level Agreement (SLA) for the IT Helpdesk services.
Service Hours
The IT Helpdesk operates during the following hours:
Monday to Friday: 8:00 AM to 5:00 PM
Incident Management
Incidents are unplanned interruptions or reductions in the quality of IT services. They are categorized based on their impact and urgency.
Priority Levels and Response Times
Priority 1 (Critical)
Definition: Major service outage affecting multiple users or critical business functions.
Response Time: 15 minutes
Resolution Time: 4 hours
Priority 2 (High)
Definition: Significant service degradation affecting multiple users or important business functions.
Response Time: 60 minutes
Resolution Time: 6 hours
Priority 3 (Medium)
Definition: Moderate service impact affecting a single user or non-critical business functions.
Response Time: 2 hours
Resolution Time: 24 hours
Priority 4 (Low)
Definition: Minor service impact with minimal disruption to users.
Response Time: 4 hours
Resolution Time: 2 business days