IT Service Desk Service Level Agreements

SLA - Goals

  Critical* High Medium/Normal Low
First Reply Time 1 hr 2 hr 12 hr 24 hr
Time to Resolve 4 hr 12 hr 60 hr 120 hr
Next Reply Time 1 hr 6 hr 24 hr 48 hr

*Critical time is based on calendar hours whereas High, Medium and Low are based on an eight hour business day.

Definitions

First reply time

The time between the first requestor comment and the first public comment from an agent, displayed in minutes. First reply time will not be measured on tickets created by an agent.

Time to Resolve

The combined total time spent in the New, Open, and On-hold statuses. The SLA will pause on Pending.

Next reply time

The time between the oldest, unanswered requestor comment and the next public comment from an agent, displayed in minutes.

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