Frequently Asked Question

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 YukonU 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