What is the IT Helpdesk SLA?
It is the agreement which provides clear reference of ownership, accountability, and a measurable description of service response times that will be provided by the Globe IT Department to Globe users.
Where can I find the the SLA?
It can be found in Globeportal:
- http://globeportal/GlobeForms/Globe%20IT%20Help%20Desk%20SLA%202016%20English.pdf
- http://globeportal/GlobeForms/Globe%20IT%20Help%20Desk%20SLA%202016%20Francais.pdf
What are the SLA reponse times?
The following table will be used to identify the severity of support tickets and to guarantee an initial response to the requestor during business hours:
Severity Level | Definition | Response Times |
1. System Down | Server, Network, Internet, Global User Impact. | Immediate |
2. Critical | Major outage or significant business impact that threatens productivity. Multiple User Impact. | Within 1 hour |
3. Urgent | High-impact problem where production is proceeding, but is significantly impaired; there is a time-sensitive issue important to long term productivity that is not causing an immediate work stoppage; or there is significant customer concern. | Within 2 hours |
4. Important | Important issue that does not have significant current business productivity impact. Single User Impact. | Within 4 hours |
5. Monitor | Issue requiring no further action beyond monitoring for follow-up, if required. | 1 Business day |
6. Informational | Request for information only. | 1 Business day |