SLA/Priority Spreadsheet
The SLA/Priority spreadsheet describes the OOTB Hierarchy-Based Model SLAs. SLAs are listed hierarchically by SLA type, and show Response/Resolve Target Times by Work Hours and Priority.
For 24/7 support, resolution Target Times can be
expressed in days, hours, or minutes.
| SLA | Description | SLA Type | Target Times | |||
|---|---|---|---|---|---|---|
| Work Hours | Priority | Response | Resolve | |||
| Config Item | ||||||
| Primary Server | SLA for the Server the runs many of the mission-critical applications. | Standard | Incidents | |||
| 24x7 | 1 | 5 mins | 1 hrs | |||
| 2 | 5 mins | 2 hrs | ||||
| 3 | 10 mins | 3 hrs | ||||
| 4 | 15 mins | 4 hrs | ||||
| Service Requests | ||||||
| 8-5 Monday -Friday | 1 | 10 mins | 2 hrs | |||
| 2 | 15 mins | 3 hrs | ||||
| 3 | 20 mins | 4 hrs | ||||
| Service | ||||||
| Email Service | SLA for Email Service provided for the entire organization. | E-mail/ Calendaring | Incidents | |||
| 24x7 | 1 | 15 mins | 2 hrs | |||
| 2 | 15 mins | 4 hrs | ||||
| 3 | 30 mins | 6 hrs | ||||
| 4 | 30 mins | 8 hrs | ||||
| Service Requests | ||||||
| 8-5 Monday -Friday | 1 | 1 hr | 6 hrs | |||
| 2 | 2 hrs | 1 day | ||||
| 3 | 4 hrs | 3 days | ||||
| Customer | ||||||
| Platinum | SLA for VIP Customers (must be Director or above). | Standard | Incidents | |||
| 24x7 | 1 | 15 mins | 2 hrs | |||
| 2 | 15 mins | 4 hrs | ||||
| 3 | 30 mins | 6 hrs | ||||
| 4 | 30 mins | 8 hrs | ||||
| Service Requests | ||||||
| 8-5 Monday -Friday | 1 | 25 mins | 4 hrs | |||
| 2 | 1 hr | 8 hrs | ||||
| 3 | 4 hrs | 2 days | ||||
| Gold | SLA for IP Customers (ex: Sales and IT Department). | Standard | Incidents | |||
| 24x7 | 1 | 30 mins | 3 hrs | |||
| 2 | 30 mins | 8 hrs | ||||
| 3 | 1 hr | 12 hrs | ||||
| 4 | 3 hrs | 16 hrs | ||||
| Service Requests | ||||||
| 8-5 Monday-Friday | 1 | 1 hr | 4 hrs | |||
| 2 | 2 hrs | 12 hrs | ||||
| 3 | 4 hrs | 16 hrs | ||||
| Silver | SLA for managers and Supervisors. | Standard | Incidents | |||
| 24x7 | 1 | 45 mins | 5 hrs | |||
| 2 | 45 mins | 1 day | ||||
| 3 | 2 hrs | 2 days | ||||
| 4 | 5 hrs | 3 days | ||||
| Service Requests | ||||||
| 8-5 Monday-Friday | 1 | 75 mins | 4 hrs | |||
| 2 | 2 hrs | 2 days | ||||
| 3 | 3 hrs | 5 days | ||||
| Bronze | SLA for the Accounting Department. | Standard | Incidents | |||
| 24x7 | 1 | 1 hr | 6 hrs | |||
| 2 | 1 hr | 2 days | ||||
| 3 | 2 hrs | 3 days | ||||
| 4 | 2 hrs | 5 days | ||||
| Service Requests | ||||||
| 8-5 Monday-Friday | 1 | 2 hrs | 2 days | |||
| 2 | 2 hrs | 5 days | ||||
| 3 | 1 day | 10 days | ||||
| Corporate | ||||||
|
Corporate |
Default SLA for all Customers who are not entitled to a Customer Service Level. |
Standard |
Incident | |||
| 24x7 | 1 | 1 hr | 5 hrs | |||
| 2 | 1 hr | 2 days | ||||
| 3 | 2 hrs | 3 days | ||||
| 4 | 2 hrs | 5 days | ||||
| 5 | 2 hrs | 9 days | ||||
| Service Requests | ||||||
| 8-5 Monday-Friday | 1 | 2 hrs | 2 days | |||
| 2 | 2 hrs | 5 days | ||||
| 3 | 1 day | 10 days | ||||