ISS Policies
Service Level Agreement
Scope of Service
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Support Levels
- Severity Level 1
Total loss of a critical resource with no circumvention or workaround in place.
Example: Loss of Network, Computer Lab, or server functionality.
Immediate response within 1 business hour. - Severity Level 2
High Impact degradation of critical resources or total loss of a non-critical resource.
Example: Loss of print capability loss or loss of network connectivity for an entire department.
Initial response within 4 business hours. - Severity Level 3
Low impact degradation of critical resource or high impact degradation of a non-critical resource.
Example: Affects fewer than three people. Isolated hardware problems (Keyboard, mouse, display, etc.).
Initial response at end of next business day. - Severity Level 4
No effect on productivity.
Example: Monitor showing b/w instead of color.
Best effort as time allows. No guarantee of response.
- Severity Level 1
