Frequently Asked Question

What is the Service Level Agreement (SLA) for the Help Desk?
Last Updated 9 months ago

ITLC - SLA - High Priority
Emergency. Needs to be resolved as soon as possible. Major impact on more than one person or VIP.
Initial Response Target Within Business Hours - 30 minutes
Resolution Target - 3 Hours (Immediate & sustained action using all available resources until resolved)
Examples:
  • Network or Server Issues (effecting multiple user, ex. 50 users)
  • Reputation of College may be effected
  • Executive Person(s)/President Issues
  • Maintenance to avoid imminent failure
  • Critical service data integrity issues
  • Critical Business functions
  • Server down
  • Phone system down
  • Email down
  • Web Server down
ITLC - SLA - Medium Priority
System or component is down, requestor cannot carry out normal work responsibilities and no alternative is available.
Initial Response Target Within Business Hours - 2 hrs
Resolution Target - 24 Hours (Immediate response and staff action interrupting lower priority jobs until resolved)
Examples:
  • Unable to log into Network (single user)
  • Unable to log into account (single user)
  • Database/Server/Application Access Incident
  • Classroom Down (current class impacted)
  • Computer not booting up
  • User data integrity issue
  • Printing issues effecting multiple users
  • Required software/hardware update
ITLC - SLA - Standard Priority
System or component is down or degraded, but requestor can carry out normal work responsibilities and/or temporary alternative is available.
Initial Response Target Within Business Hours - 2 days
Resolution Target - 5 Business Days
Examples:
  • Network Printer Down (single user impact)
  • Application Errors
  • Desktop System Performance slow
  • Minor Equipment Failure (able to find alternative)
  • Database/Server/Application Access Changes
  • Create new user account
  • User data integrity issue
  • Create new user account or grant access to an IT system.
ITLC - SLA - Change
Requests for changes to Major Services
Initial Response Target Within Business Hours - 7 Business Days
Resolution Target - As Scheduled (Determined between ITS & Customer)
Examples:
  • Software upgrade effecting > 10 users
  • Server Hardware upgrades
  • Server Software upgrades
  • IT Request

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