The following table describes the OOTB SLAs. SLAs are listed
hierarchically by SLA type, and show Response/Resolve Target Times by Work
Hours and Priority.
Note: For 24 x 7 support, resolution Target Times can be
expressed in days, hours, or minutes.
| SLA
|
Description
|
SLA
Type
|
Target Times
|
| Work Hours
|
Priority
|
Response
|
Resolve
|
| Config Item
|
| Primary Server
|
SLA for the Server the runs many
of the mission-critical applications.
|
Standard
|
Incidents
|
| 24x7
|
1
|
5 mins
|
1 hrs
|
| 2
|
5 mins
|
2 hrs
|
| 3
|
10 mins
|
3 hrs
|
| 4
|
15 mins
|
4 hrs
|
| Service Requests
|
| 8-5 Monday -Friday
|
1
|
10 mins
|
2 hrs
|
| 2
|
15 mins
|
3 hrs
|
| 3
|
20 mins
|
4 hrs
|
| Service
|
| Email Service
|
SLA for Email Service provided for
the entire organization.
|
E-mail/ Calendaring
|
Incidents
|
| 24x7
|
1
|
15 mins
|
2 hrs
|
| 2
|
15 mins
|
4 hrs
|
| 3
|
30 mins
|
6 hrs
|
| 4
|
30 mins
|
8 hrs
|
| Service Requests
|
| 8-5 Monday -Friday
|
1
|
1 hr
|
6 hrs
|
| 2
|
2 hrs
|
1 day
|
| 3
|
4 hrs
|
3 days
|
| Customer
|
|
|
|
|
|
|
| Platinum
|
SLA for VIP Customers (must be
Director or above).
|
Standard
|
Incidents
|
| 24x7
|
1
|
15 mins
|
2 hrs
|
| 2
|
15 mins
|
4 hrs
|
| 3
|
30 mins
|
6 hrs
|
| 4
|
30 mins
|
8 hrs
|
| Service Requests
|
| 8-5 Monday -Friday
|
1
|
25 mins
|
4 hrs
|
| 2
|
1 hr
|
8 hrs
|
| 3
|
4 hrs
|
2 days
|
| Gold
|
SLA for IP Customers (ex: Sales
and IT Department).
|
Standard
|
Incidents
|
| 24x7
|
1
|
30 mins
|
3 hrs
|
| 2
|
30 mins
|
8 hrs
|
| 3
|
1 hr
|
12 hrs
|
| 4
|
3 hrs
|
16 hrs
|
| Service Requests
|
| 8-5 Monday-Friday
|
1
|
1 hr
|
4 hrs
|
| 2
|
2 hrs
|
12 hrs
|
| 3
|
4 hrs
|
16 hrs
|
| Silver
|
SLA for managers and Supervisors.
|
Standard
|
Incidents
|
| 24x7
|
1
|
45 mins
|
5 hrs
|
| 2
|
45 mins
|
1 day
|
| 3
|
2 hrs
|
2 days
|
| 4
|
5 hrs
|
3 days
|
| Service Requests
|
| 8-5 Monday-Friday
|
1
|
75 mins
|
4 hrs
|
| 2
|
2 hrs
|
2 days
|
| 3
|
3 hrs
|
5 days
|
| Bronze
|
SLA for the Accounting Department.
|
Standard
|
Incidents
|
| 24x7
|
1
|
1 hr
|
6 hrs
|
| 2
|
1 hr
|
2 days
|
| 3
|
2 hrs
|
3 days
|
| 4
|
2 hrs
|
5 days
|
| Service Requests
|
| 8-5 Monday-Friday
|
1
|
2 hrs
|
2 days
|
| 2
|
2 hrs
|
5 days
|
| 3
|
1 day
|
10 days
|
| Corporate
|
|
|
|
|
|
|
|
Corporate
|
Default SLA for all Customers who
are not entitled to a Customer Service Level.
|
Standard
|
Incident
|
| 24x7
|
1
|
1 hr
|
5 hrs
|
| 2
|
1 hr
|
2 days
|
| 3
|
2 hrs
|
3 days
|
| 4
|
2 hrs
|
5 days
|
| 5
|
2 hrs
|
9 days
|
| Service Requests
|
| 8-5 Monday-Friday
|
1
|
2 hrs
|
2 days
|
| 2
|
2 hrs
|
5 days
|
| 3
|
1 day
|
10 days
|
|
The SLA form captures the above information. For more information about
the SLA form, see SLA Form in the online documentation.
