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Standard Service level agreements for Operations Services

Low - This is for planned requests, informational requests, enhancements, documentation, and clarification of components. The result does not impede the operations of a system. The requester will receive a response from the assigned Operations team member within 3-5 business days.

Medium - A minor loss of service. The impact is an inconvenience, a workaround is available. The requestor will receive a response from the assigned Operations team member within 2 business days of receiving the request via Footprints.

High - Customer experiences a severe loss of service. Important features of a system are unavailable with no acceptable workaround, however operations can continue in a restricted fashion. The requestor will receive a response from the assigned Operations team member within 4 hours of receiving notification.

Urgent - A production system is stopped or so severely impacted that you cannot reasonably continue to work. You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency. Characteristics of an Urgent request are:

  • Data corruption
  • Hardware failure with no built in redundancy
  • Critical documented function is not available
  • System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
  • System crashes, or crashes repeat after restarts

Operations Services will respond within one hour from notification and will work until the issue is resolved. Business and application support must be immediately available for the duration of the outage. In some cases, AITD and CTO approval may be necessary in order to obtain a priority of this nature.

Footprints tickets will be used to track all requests and trouble tickets. Urgent & High tickets will be updated on a daily basis and Medium & Low on a weekly basis.

Escalation of requests: If a service level expectation is not met, the issues can be automatically escalated to the next severity level.


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Page last modified: January 11, 2012