IT Service Level Agreements (SLAs)

Name Respond By Resolve By
IT - Urgent 10 minutes 4 hours
IT - Standard 4 hours 20 hours
IT - Scheduled 4 hours 100 hours
IT - Purchasing 4 hours 300 hours
IT - Project 4 hours 450 hours

The Respond By and Resolve By times exist within our operational hours, which are defined as 7:30AM-5:30PM, Monday-Friday, excluding University holidays.

All IT related tickets will have one of the above SLA timelines attached to it set within the operational hours stated. 


Article ID: 96951
Thu 1/30/20 10:08 AM
Thu 2/11/21 2:52 PM