Incident and Service Request SLA Definitions
Summary
This article shows the service level agreement between Service Desk and Incidents/Service requests that are raised within Stepchange.
Incidents that are raised within Fresh are categorised by priority to ensure issues that cause the most degradation to the service are addressed efficiently.
Definitions Table
INCIDENTS | ||
Priority |
Definition |
Service Level |
1 |
Critical - (Internal)Complete outage or major degradation of a critical service across charity or individual centre. |
1 Hour |
1 |
Critical - (External)Complete outage or major degradation of a critical service across charity or individual centre. |
1 Hour |
2 |
High - Complete outage or major degradation of significant service to a dept or team. |
1 Working Day |
3 |
Moderate - Minor degradation to a dept or team, or complete outage of a service for an individual |
2 Working Day |
4 |
Low - Minor degradation of service to an individual user. |
5 Working Day |
SERVICE REQUESTS | ||
Priority |
Definition |
Service Level |
SR |
Service Request |
5 Working Day |
FAQ’S
Q: What should I do if an issue hasn’t been responded to within these time frames?
A: Please reply on the fresh ticket or call the Service desk Line where one of the team will be able to provide further information. If there are further issue’s please see the article Service Desk Escalation Path.
Revision History
Version |
Change |
Actioned by |
Date |
0.1 |
Document re-format |
Melissa Eyre |
07/01/2025 |
Item A2 |
Item B2 |
I |
00/00/2025 |