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Service Level Agreement for Tech Incidents - SLA

Service Level Agreement for Technical Incidents - SLA: How a Service Ticket for an Incident is prioritized.

Priority Information

The objective of the ITS-ODS Priority is to better prioritize 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.

 

PriorityDescriptionResponse timeResolution timeGoal

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 (M-F 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 current workload.

2hours

3 business days

90%

Low (Default)

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

1 business day

5 business days

90%