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Innovation & Technology

Service Level Agreement for Internal Support

Priority Level: Description Level 1 Escalation Guideline: Level 2/3 Response Time: Communication Frequency to the Customer: Resolution Time Goal (Due Date):
1
Critical
Business critical, affects many users 5 minutes 15 minutes Hourly 2 Hours
2
High
Limited scope, no workaround 5 minutes 30 minutes 4 Hours 8 Hours
3
Medium
1 user, workaround available 15 minutes 2 hours 12 Hours 24 Business Hours
4
Low
Non-urgent requests 15 minutes 4 hours 24 Hours 48 Business Hours
5
Password
1 user, password reset or unlock 15 minutes NA NA 15 Minutes