Service Level Agreements
IT Services has a set of Service Level Agreements which define how quickly you can expect support from us when you report an issue. These targets are set by:
- The criticality of the service
- The scale of impact when there's a loss of service (the number of people who are affected)
- The time of year (for example, some services are more critical at registration than during the Christmas vacation)
Service Criticality
Each IT service is designated High, Medium or Low criticality based on the importance of that service at each time of year. You can see a list of services and their criticality in this spreadsheet.
Impact
Impact is the number of users affected by an interruption to an IT service. The categories of impact are:
- HIGH: The whole University, or all staff, or all students
- MEDIUM: One building, or one office, or one team
- LOW: Under five users
Priority and SLAs
A combination of service criticality and impact give the priority to restore a service if it's interrupted. Priority ranges from P1 (high priority) to P5 (low priority):
| High Impact | Medium Impact | Low Impact | |
|---|---|---|---|
| High Criticality | P1 | P2 | P3 |
| Medium Criticality | P2 | P3 | P4 |
| Low Criticality | P3 | P4 | P5 |
Each priority level corresponds to a Service Level Agreement:
| Response Level Target | Resolution Level Target | |
|---|---|---|
| Priority 1 | 15 minutes | 4 hours |
| Priority 2 | 1 hours | 1 Day |
| Priority 3 | 2 hours | 3 Days |
| Priority 4 | 4 hours | 5 Days |
| Priority 5 | 8 hours | 10 Days |
| Based on working days | Monday to Friday | 09:00 - 17:00 |
Updated on 27 April 2021