Service Level Agreement Expectations

What It Typically Includes:

1. Response Time
   How long it takes for the IT team to acknowledge a request or support ticket (e.g., “All tickets will receive an initial response within 1 business day”).

2. Resolution Time
   How long it should take to fix the issue, depending on the severity (e.g., “Critical outages will be resolved within 4 hours”).

3. Priority Levels
   Issues are often categorized by urgency:

   • ? High: Network down, system-wide outages

   • ? Medium: Device issues affecting a single user

   • ? Low: Non-urgent requests or general inquiries

4. Support Hours
   When help is available (e.g., Monday–Friday, 8:00–16:00)

5. Communication Expectations
   How users will be updated (e.g., email updates, portal messages)