# 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)