Customer Expectations
Priority
The Service Desk will work with customers to identify the impact that an incident has on their core business and the urgency desired for its resolution. All incidents will be assessed a priority based upon the following matrix.
Impact reflects the likely effect the incident will have upon core business services.
Urgency is an assessment of the speed with which an incident needs resolution.
Together, Impact and Urgency are blended to assign the Priority of an incident. A priority of 1-5 is typically assigned. Two exceptions apply:
- Major Incidents occur when there is an extreme impact on multiple customer sites.
- Quick Fixes are incidents that can be resolved immediately by the Service Desk, regardless of their Impact and Urgency.
Service Level Objectives
The priority of an incident will be used to drive our resource commitment to customers. The Service Level Objectives for Incident Management are:
| Type | Effort until Resolved/Contained | Final Resolution |
|---|---|---|
| Quick Fix | First Call Resolution, 24/7 | 15 minutes |
| Major Incident | Requires immediate attention, 24/7 | 2 hours |
| Priority 1 | Requires immediate attention, 24/7 | 2 hours |
| Priority 2 | Requires immediate attention, 24/7 | 4 hours |
| Priority 3 | Business hours | 9 hours (1 day) |
| Priority 4 | Business hours | 27 hours (3 days) |
| Priority 5 | Business hours | 45 hours (1 week) |
Delivering on our Promise
Incident resolution is not an exact science. Therefore, our goal is that 90% of incidents will meet their Service Level Objectives. Regardless, we are committed to managing customer expectations. If a Service Level Objective cannot be met, our staff will work with the customer to report the status of the incident and to reassess their expectation for resolution.
