JSD2 Service Level Agreements (SLAs)
Incident SLAs for the Service Desk are automated in JSD.
Service Desk Agent (SDA) IT Service Level Agreements | ||
|---|---|---|
| Severity Level | Target Response Time | Target Resolution Time |
1 Critical | 30 Business Minutes | 2 Business Hours |
2 High | 30 Business Minutes | 2 Business Hours |
3 Moderate | 2 Business Hours | 4 Business Hours |
4 Low | 2 Business Hours | 4 Business Hours |
SLA clocks are listed in tickets as shown below (right-side):
Severity Level 1 and 2 SLAs
SLA Clocks for Severity Level 1 and 2
- 30-Minute response - The clock starts at 30 minutes upon ticket entry and runs down to zero while awaiting assignment. Beyond the 30-minute SLA, it will add time in the negative. Reminder emails are sent at 15 minute intervals, with links to each ticket in question.
- 2-Hour resolution - The clock starts at 2 hours and runs down to zero while awaiting resolution. Notification emails are sent every hour.
- Ticket notifications - The first notifications are emailed to IT staff at 15 minutes, if the ticket has not been responded to.
Severity Level 3 and 4 SLAs
SLA Clocks for Severity Level 3 and 4
- 2-Hour response - The clock starts at 2 hours upon ticket entry and runs down to zero while awaiting assignment. Beyond the 2-hour SLA, it will add time in the negative. Reminder emails are sent at 15 minute intervals, with links to each ticket in question.
- 4-Hour resolution - The clock starts at 4 hours and runs down to zero while awaiting resolution. Notification emails are sent every hour.
- Ticket notifications - The first notifications are emailed to IT staff at 15 minutes, if the ticket has not been responded to.
The following email will be received when the SLA is about to be breached:
