Frequently Asked Question
ITLC - SLA - High Priority
Emergency. Needs to be resolved as soon as possible. Major impact on more than one person or VIP.
Initial Response Target Within Business Hours - 30 minutes
Resolution Target - 3 Hours (Immediate & sustained action using all available resources until resolved)
Examples:
- Network or Server Issues (effecting multiple user, ex. 50 users)
- Reputation of YukonU may be effected
- Executive Person(s)/President Issues
- Maintenance to avoid imminent failure
- Critical service data integrity issues
- Critical Business functions
- Server down
- Phone system down
- Email down
- Web Server down
ITLC - SLA - Medium Priority
System or component is down, requestor cannot carry out normal work responsibilities and no alternative is available.
Initial Response Target Within Business Hours - 2 hrs
Resolution Target - 24 Hours (Immediate response and staff action interrupting lower priority jobs until resolved)
Examples:
- Unable to log into Network (single user)
- Unable to log into account (single user)
- Database/Server/Application Access Incident
- Classroom Down (current class impacted)
- Computer not booting up
- User data integrity issue
- Printing issues effecting multiple users
- Required software/hardware update
ITLC - SLA - Standard Priority
System or component is down or degraded, but requestor can carry out normal work responsibilities and/or temporary alternative is available.
Initial Response Target Within Business Hours - 2 days
Resolution Target - 5 Business Days
Examples:
- Network Printer Down (single user impact)
- Application Errors
- Desktop System Performance slow
- Minor Equipment Failure (able to find alternative)
- Database/Server/Application Access Changes
- Create new user account
- User data integrity issue
- Create new user account or grant access to an IT system.
ITLC - SLA - Change
Requests for changes to Major Services
Initial Response Target Within Business Hours - 7 Business Days
Resolution Target - As Scheduled (Determined between ITS & Customer)
Examples:
- Software upgrade effecting > 10 users
- Server Hardware upgrades
- Server Software upgrades
- IT Request