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.
For 24/7 support, resolution Target Times can be expressed in days, hours, or minutes.
Table:
Config Item SLA for Primary Server
| 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:
Service SLA for Email Service
| 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:
Customer SLA for Platinum Level
| 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:
Customer SLA for Gold Level
| 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:
Customer SLA for Silver Level
| 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:
Customer SLA for Bronze Level
| 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:
Corporate SLA for Corporate
| 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
|