The IT Service Level Agreement defines the level of service provided by Digital Services to our customers in support of their core IT requirements. It defines how quickly you can expect support from us when you report an issue. These targets are determined by
- The Urgency (criticality of the service to the business at a specific time of year)
- Scale of impact when a loss of service occurs (the number of people affected)
- Time of year (for example, some services are more critical during enrolment or exams than during Christmas period)
Impact
Impact is the number of users affected by an interruption, or loss, of an IT service. The categories of impact are:
- HIGH: University wide, or all staff, or all students
- MEDIUM: One building/office/team
- LOW: Individual
Priority Level and SLAs
A combination of Urgency and Impact determines the Priority Level:
Each priority level corresponds to a Service Level Agreement based on IT Service Desk core hours
