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