Technical Support Request SLA Policy

The following chart shows what the SLA is for each priority request.

Priority Level

Respond Within

Resolve Within

Operational Hours

Emergency

Immediately

ASAP

24/7

Urgent

1 hour

5 hours

8:00 AM to 6:00 PM

High

5 hours

10 hours

8:00 AM to 6:00 PM

Medium

10 hours

20 hours

8:00 AM to 6:00 PM

Low

20 hours

50 hours

8:00 AM to 6:00 PM

The hour response and resolution numbers are within business hours.
Calls, Walk-ins, and office stops are permissible for Emergency support requests.
Technical support requests that are a lower priority than an Emergency are to be submitted using the help desk portal.