Our Service Level Agreements (SLA)

Please be aware, the following SLA's only apply to customer's who have paid for our services. All unpaid customer's fall under a Low Priority.

Priority	Target Response Time	Target Resolution Time	Example
Critical	15 Minutes	1 Hour	... server(s),network, or phone system down ...
High	30 Minutes	2 Hours	... cannot print, login, or remember my password ...
Medium	2 Hours	4 Hours	... getting a lot of pop-ups, pda will not synchronize, ...
Low	1-2 Day(s)	As time permits	... my favorites are gone, getting low toner warning ...

Priority Levels for Helpdesk Requests
Critical	Critically impacting operation and related IT services of the entire college.
High	Likely to prevent a large number of people from doing necessary work in a reasonable time, or preventing an individual from doing High priority work now.
Medium	Causing inconvenience for one person or small group of people that may prevent completion of necessary work in the near future.
Low	Will provide for a better working environment and/or a more efficient method in the longer term.

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