Navigation

Service Level Agreement for Tech Incidents

The Service Level Agreement (SLA) informs how service tickets (technical incidents and reported issues) are prioritized.

Priority Information

The objective of the ITS Priority is to provide guidance for responding to incidents, service requests, and problems at CNM. Priority is derived from the combination of Impact and Urgency and reflects the organizational response required for the incident. Below is a description of each Priority and the corresponding SLA times.

Response to Incidents

Priority Description Response time  Resolution time Goal
Critical An immediate and sustained effort using all available resources until resolved. On-call procedures are activated, vendor support invoked. Hierarchical escalation is invoked. 15 minutes (Monday - Friday business hours, otherwise, 30 minutes 4 hours or less (around the clock) 90%
High Assigned staff members respond immediately, assess the current situation, and may interrupt other staff working on lower level priorities and/or Service Requests to assist in timely restoration. 30 minutes 8 hours or less (around the clock) 90%
Medium Assigned staff members respond using standard procedures and operating within normal supervisory management of the current workload. 2 hours 3 business days 90%
Low (Default) Assigned staff members respond using standard operating procedures as time allows within the current workload. 1 business day 5 business days 90%

Response to Service Requests

Low

Assigned staff members respond using standard operating procedures as time allows within the current workload.

1 business day

5 business days

90%

Back To Top