Standard Service Level Agreements

Understanding Response and Resolution Times

To provide consistent and fair support to all employees, the IT department operates under a set of Service Level Agreements (SLAs). These define our target response times based on the priority of the issue. For 'Critical' (Priority 1) issues, we aim for an initial response within 30 minutes. For 'High' (Priority 2) issues, the target is 4 hours, and for 'Normal' (Priority 3) requests, it is 24 business hours. It is important to note that 'Response' refers to a technician acknowledging and beginning work on the ticket, not necessarily solving it. Complex issues involving third-party vendors or hardware replacement may take longer to reach a final 'Resolution' status.

Support Hours and After-Hours Emergencies

The IT Help Desk is fully staffed from 8:00 AM to 6:00 PM local time, Monday through Friday. During these hours, you can reach us via the ticket portal, Slack, or by visiting the IT bar. For 'Critical' infrastructure emergencies that occur outside of these hours (such as a total office power failure or a major data breach), we maintain a 24/7 on-call rotation. To trigger an after-hours emergency response, you must call the dedicated IT emergency line. Please note that routine requests, such as password resets or software installations, will not be handled by the on-call team and will be addressed during the next business day.