Ticket Service Level Agreements (SLA)
Please use the following chart to assess your tickets you are sending to the helpdesk and set priority as appropriate. Each of these priorities have different notification rules so it’s important that these are used properly. Ask yourself these questions when submitting a ticket:
· Who is affected?
· What’s the impact, can I work on other things
until this is resolved?
TROUBLE
TICKETS
Priority
Impact
Response Time
Resolve Time
Urgent
· An entire site is down and unable to function
· All guests are impacted by outage
· All end users unable to work
15 minutes
4 hours
High
· A Single User is not able to access a system and a deadline depends on this.
· A Single computer or system is not working that affects operations
30 minutes
8 hours
Medium
· No direct impact to site, guests or end users
· A Single User is not able to access computer/system but can work at another computer or workaround the issue
8 hours
1 day
Low
· Project or on-going request that has not immediate due date and no impact on getting work done
1 day
3 days
Service Request SLA
Priority
Impact
Response Time
Resolve Time
Urgent
· Emergency Need – Security change, something that would affect an entire site.
1 day
3 days
High
· Software Install that can be purchased online or we have on site
· New Button – Aloha
· Update Button/Price Change – Aloha
3 days
5 days
Medium
· Hardware or Software Purchases
5 days
10 days
Low
· New System Implementations (new computer replacement, etc.)
15 days
30 days