Our Service Level Agreements (SLAs) set forth our commitment to you, outlining our service standards including response times, service availability, and resolution protocols. It's important for you to understand these agreements to manage expectations and ensure a high level of service.
| Priority | P0 | P1 | P2 | P3 |
|---|---|---|---|---|
| Standard Resolution Time | 4hrs | 8hrs | 16hrs | 24hrs |
| Non-Standard Resolution Time | 4hrs | 16 hrs | ||
| Type | Category | Sub-Category | Single User | Multiple Users | Entire Population |
|---|---|---|---|---|---|
| Incident | Hardware Issues | Computer Issues | P3 | P1 | P0 |
| Hardware Failure | P3 | P1 | P0 | ||
| Application Issues | VPN | P2 | P1 | P0 | |
| P2 | P1 | P0 | |||
| Other | P3 | P3 | P3 | ||
| Internet Issues | Internet Slowness | P3 | P1 | P0 | |
| No Internet | P2 | P1 | P0 | ||
| Credential Issues | Login Issues | P2 | P1 | P0 | |
| MFA | P2 | P1 | P0 | ||
| Password Reset | P2 | P1 | P0 | ||
| Security Issues | Virus Alert | P0 | P0 | P0 | |
| Security Breach | P0 | P0 | P0 | ||
| Phishing Alert | P0 | P0 | P0 | ||
| Request | Equipment Request | Computer | P3 | P2 | P1 |
| Monitor | P3 | P2 | P1 | ||
| Keyboard | P3 | P2 | P1 | ||
| Mouse | P3 | P2 | P1 | ||
| Headset | P3 | P2 | P1 | ||
| Webcam | P3 | P2 | P1 | ||
| Application Requests | App Instalation/Update | P2 | P1 | P0 | |
| VPN Access | P2 | P1 | P0 | ||
| Remote Access | P3 | P2 | N/A | ||
| User Requests | New Hire | P1 | N/A | N/A | |
| Internal Allocation | P3 | N/A | N/A | ||
| Email Account | P2 | N/A | N/A | ||
| Access Card | P1 | N/A | N/A | ||
| Disable Access | P0 | N/A | N/A | ||
| Other Requests | Service Request | P3 | N/A | N/A | |
| Training | P3 | N/A | N/A | ||
| Data Analysis | P3 | N/A | N/A | ||
| Automations | P3 | N/A | N/A |