IT Helpdesk SLA Guidelines

IT Helpdesk SLA Guidelines

The purpose of this article is to outline the Service Level Agreement (SLA) expectations for IT Support when reaching out to the helpdesk. SLA's define how urgency is classified based on the situation and sets guidelines for acceptable response and resolution times.

Critical

  • 5+ Users Affected
  • Impacting Ability to work
  • 2+ Systems Affected
  • Deadlines or Tasks due in 24 hours affected by the issue and could cause a breach of timeframe.
  • 15-min Response Time
  • 1-Day Resolution

Moderate

  • 4-5 users affected
  • Impacting ability to work
  • 1 system affected
  • No Deadlines or Tasks due in 24 hours or less that are impeded by the issue.
  • 4-Hour Response Time
  • 3-Day Resolution Time

Low

  • 1-3 users affected
  • Not impacting ability to complete work
  • 48-hour Response Time
  • 2-week Resolution Time

Planning

  • Users not impacted at all
  • Mainly for requests or planning ideas
  • NO Expected Response Time
  • NO Expected Resolution Time

 

*Response Time represents the time the ticket is expected to be addressed once submitted. Addressing a ticket can be as simple as changing its status, responding to the user, etc.

*Resolution Time represents the overall time expected for the ticket to take from open to close. This includes all troubleshooting and other steps needed.

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