Service Levels - Service Requests
Service Request Impact Definitions
Impact | Detailed Description |
|---|---|
High | If not executed there will be a significant impact on the business (e.g. restoring critical information from backup). |
Medium | If not executed there will be a moderate impact on the business (e.g. changing a patch wave). |
Low | If not executed there will be no material impact on the business (e.g. a simple request for information, provisioning new infrastructure or services or querying an invoice). |
Service Request Urgency Definitions
Urgency | Detailed Description |
|---|---|
High | The request is critical and requires immediate attention. Failure to address the request promptly may result in significant disruption to business operations or impact business-critical systems and/or the user is a VIP user. |
Medium | The request is important but does not require immediate attention. Failure to address the request within a reasonable timeframe may result in some level of disruption to business operations or impact non-business-critical systems. |
Low | The request is non-critical and can be addressed within a flexible timeframe. Failure to address the request promptly may result in some inconvenience or delay, but it does not impact business operations or critical systems. |
Service Request Priorities
Service Request priorities will be derived using the following matrix where the Customer specifies the Impact and SoftwareOne specifies the Urgency.
Priority | Impact | |||
|---|---|---|---|---|
Urgency | High | Medium | Low | |
High | S1 | S2 | S2 | |
Medium | S2 | S2 | S3 | |
Low | S2 | S3 | S3 | |
Service Request Service Levels
The times listed in the table below are objectives for initial response to Customer and do not indicate the time required to implement a Service Request
Priority Level | Description | Response SLA (elapsed minutes/hours) |
|---|---|---|
S1 | High | 8 hours |
S2 | Medium | 24 hours |
S3 | Low | 48 hours |