Incidents: SLAs and Priority Matrix
Impact and Urgency
Incidents are processed in an order determined by three metrics available in the Incident Form:
Impact: The potential impact that an unresolved issue has on the ability of the business to effectively carry on its activities or deliver its services
Urgency: The speed that is considered appropriate to resolve an issue of a given impact
Priority: How quickly the service desk should address the problem
How to Determine Impact and Urgency
| Impact | |
|---|---|
| 1 - Extensive |
|
| 2 - Significant |
|
| 3 - Moderate |
|
| 4 - Minor |
|
| Urgency | |
|---|---|
| 1 - Critical | Affects an entire service, resulting in the inability to perform/provide the functions of the service. No workaround is available. |
| 2 - High | Affects a user's ability to perform a function that is critical to their role and standard business operations. |
| 3 - Medium | Moderately affects a user's ability to perform functions as a part of their role. |
| 4 - Low | Does not impede a user's ability to perform a function or a workaround is available. |
How Impact and Urgency Determine Priority
(Automatically set based off selections for Impact & Urgency)
SLAs
(Automatically set based on Priority)
| Name | Duration | Schedule |
|---|---|---|
| Priority 1 Response | 15 min | 24x7 |
| Priority 1 Resolution | 4 hours | 24x7 |
| Priority 2 Response | 1 hour | 8-5 Weekdays Excluding Holidays |
| Priority 2 Resolution | 9 hours | 8-5 Weekdays Excluding Holidays |
| Priority 3 Response | 4 hours | 8-5 Weekdays Excluding Holidays |
| Priority 3 Resolution | 18 hours | 8-5 Weekdays Excluding Holidays |
| Priority 4 Response | 9 hours | 8-5 Weekdays Excluding Holidays |
| Priority 4 Resolution | 45 hours | 8-5 Weekdays Excluding Holidays |
Response SLA stops when ticket is moved to any state besides New or Assigned.
Resolution SLA stops when ticket is closed; pauses when ticket is Pending Customer, Pending Vendor, or Resolved.
Business Hours
Business Time SLAs are based on a consideration that business hours are 8am-5pm Monday-Friday, excluding UT holidays.
An Actual Time metric is also available if you need to report on actual response or resolution time as opposed to business response or resolution time.