Service Level Agreement Expectations

What It Typically Includes: 

 

 

 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”). 

 

 

 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”). 

 

 

 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 

 

 

 

 

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

 

 

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