Primary Service Level Agreement

Main Content

SLA response times operate on a continuum and the department assigned to your incident will select the SLA based on the details you include in the incident and the number of individuals impacted.

Service Request Response:

Service Request Response Resolution

Routine Request for New Service

1 business days

10 business days

 Incident Response (Get Help):

Severity Response Resolution

Emergency Incident*

1 business hour

3 business hours

Work Stoppage Incident

2 business hours

1 business day

Inconvenience Incident

2 business days

5 business days


Customer Submitted Issues

*Emergency incidents require that the customer be reachable via phone and that the phone number is documented in the incident. Any customer that does not respond to phone queries will have their ticket downgraded. If the issue requires us to rely on an outside vendor for assistance, we may be unable to meet the posted response times.

Service Related Issues

Our services are monitored. We are notified upon most service failures, and treat service outages as critical events require the service managers/process owners to begin working on the problem within 30 minutes of notification unless we deem the problem to be low impact (little to no client impact).