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
|1 - Extensive||
|2 - Significant||
|3 - Moderate||
|4 - Minor||
|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)
(Automatically set based on Priority)
|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 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.