Incident and Service Request SLA Definitions
This article outlines the Service Level Agreement (SLA), which defines the expected response time from the Service Desk for incidents and service requests raised within StepChange.
SLAs are based on priority. This means that issues with a greater impact on service are responded to faster than lower-impact issues.
For example: if the Service Desk receives two tickets at the same time - one for a system running slightly slow for an individual user, and another for a widespread issue affecting multiple users and preventing them from working - the widespread issue will be prioritised and responded to first.
Tip: It is best practice to raise a service request or incident as soon as possible. This helps ensure your issue is logged, prioritised correctly, and addressed in time for when you need it.
Incident SLA
Incidents (INC) are created when you use Report an Issue in fresh. These are used when something is broken or not working correctly.
Priority
Definition
Service Level Agreement
1 – Critical (Internal)
Complete outage or major degradation of a critical service across the charity or an individual centre.
1 Hour
1 – Critical (External)
Complete outage or major degradation of a critical service across the charity or an individual centre.
1 Hour
2 – High
Complete outage or major degradation of a significant service to a department or team.
1 Working Day
3 – Moderate
Minor degradation to a department or team, or complete outage of a service for an individual.
2 Working Days
4 – Low
Minor degradation of service to an individual user.
5 Working Days
Service Request SLA
Service Requests (SR) are created when you submit a request through the Service Catalog. These are used for requesting things such as access, permissions, equipment, or software.
Priority
Definition
Service Level Agreement
SR – Service Request
Requests submitted through the Service Catalog, e.g., access, permissions, equipment, or software.
5 Working Days
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 and then call the Service desk Line where one of the team will be able to provide further information. If there are further issue’s please speak with your line manger and where appropriate they will liaise with the Service Desk Manger.