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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)

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