SLA and Priority

The SLA and Priority data 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.

Note: For 24/7 support, resolution Target Times can be expressed in days, hours, or minutes.

Table 1. Config Item SLA for Primary Server
Description	Type	Target Time: Work Hours	Target Time: Priority	Target Time: Response	Target Time: Resolve
For the server that runs many of the mission-critical applications	Standard	Incidents: 24 x 7	1	5 mins	1 hr
			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

Table 2. Service SLA for Email Service
Description	Type	Target Time: Work Hours	Target Time: Priority	Target Time: Response	Target Time: Resolve
For Email Service provided for the entire organization	Email/ Calendaring	Incidents: 24 x 7	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

Table 3. Customer SLA for Platinum Level
Description	Type	Target Time: Work Hours	Target Time: Priority	Target Time: Response	Target Time: Resolve
For VIP customers (must be director or above)	Standard	Incidents: 24 x 7	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	2 hrs
			2	2 hrs	3 hrs
			3	4 hrs	4 hrs

Table 4. Customer SLA for Gold Level
Description	Type	Target Time: Work Hours	Target Time: Priority	Target Time: Response	Target Time: Resolve
For IP customers (example: Sales and IT department)	Standard	Incidents: 24 x 7	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

Table 5. Customer SLA for Silver Level
Description	Type	Target Time: Work Hours	Target Time: Priority	Target Time: Response	Target Time: Resolve
For managers and supervisors.	Standard	Incidents: 24 x 7	1	1 hr	5 hrs
			2	1 hr	1 day
			3	2 hrs	2 days
			4	2 hrs	3 days
		Service Requests: 8-5 Monday-Friday	1	2 hrs	2 days
			2	2 hrs	5 days
			3	1 day	10 days

Table 6. Customer SLA for Bronze Level
Description	Type	Target Time: Work Hours	Target Time: Priority	Target Time: Response	Target Time: Resolve
For the accounting department	Standard	Incidents: 24 x 7	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

Table 7. Corporate SLA for Corporate
Description	Type	Target Time: Work Hours	Target Time: Priority	Target Time: Response	Target Time: Resolve
Default for all customers who are not entitled to a Customer Service Level	Standard	Incidents: 24 x 7	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