Service Level Targets
Our Service Level Description
IT Services provides both a break/fix service referred to as incidents for example “my PC is broken”, and a request service (SR) for example “I need a PC for a new member of staff”. The matrix below relates to incidents and requests and takes into account Impact and Urgency of the incident or request to give it a relevant priority, and this is detailed below.
- Impact is driven by considering whether it:
- Affects the entire business
- Affects an entire site
- Affects whole Service/ Department
- Affects Group/ VIP
- Affects User/ Work Stream
- Urgency is divided into the following areas:
- Urgent
- High
- Medium
- Low
- Very low
Both Urgency and Impact will determine the Response Level and a priority for the ticket will be calculated automatically which again determines the response and resolution time. The impact an analyst chooses depends on the situation, the urgency will be determined with the customer and common sense needs to be applied.
Priority Level 1
| Urgency | Target Response Time | Target Resolution Time |
|---|---|---|
| Urgent | 15 Minutes | 4 Hours |
Impact Description
Failure of any IT services that will have an immediate and severe impact on QMUL business operations in terms of political / financial / corporate image or accreditation status
Examples
- Any agreed business critical application or critical infrastructure component is unavailable or its performance is severely degraded.
- Loss of service due to complete or partial failure of an agreed business critical Application, Server or Network component within a Campus or Campuses.
- Telephony Service failure to a Campus or Campuses
- Security Breach - serious misuse of a QMUL device
Priority Level 2
| Urgency | Target Response Time | Target Resolution Time |
|---|---|---|
| High | 2 Hours | 1 Business Day |
Impact Description
Failure of a major business application or the loss of all IT services to a large numbers of Users causing significant impact to the QMUL business and its political, financial or corporate image.
Examples
- Any agreed Faculty or Departmental critical application or critical infrastructure component is unavailable or its performance is severely degraded.
- Loss of service due to complete or partial failure of an agreed critical Application, Server or Network component within a Faculty or Department.
- Loss of a QMUL Special Service (see Note 1) due to complete or partial failure of any relevant Application, Server or Network component.
- Telephony Service partial failure or service degraded.
- Network Printing Service Unavailable.
- Security Breach - confirmed high risk Virus (Threat level 4 or 5 only) or a high risk Phishing attack.
Priority Level 3
| Urgency | Target Response Time | Target Resolution Time |
|---|---|---|
| Medium | 6 Hours | 3 Business Days |
Impact Description
Failure that is limited in scope in terms of the number of Users affected or its impact to the on-going business of QMUL. Some form of temporary operational workaround may also be available.
Examples
- Single user cannot work with no temporary workaround.
- Multiple Users cannot update a non-critical application.
- Security Breach - confirmed medium risk Virus (Threat level 3 only).
- Security Breach - Malware infection.
Priority Level 4
| Urgency | Target Response Time | Target Resolution Time |
|---|---|---|
| Low | 1 Business Day | 5 Business Days |
Impact Description
Failure for a single or small of group of Users where they can still continue working with some limited inconvenience and have a suitable temporary workaround. No immediate impact to the QMUL business or its political, financial or corporate image.
Examples
- Single printer failure where an alternative network printer exists.
- Information Security Breach - confirmed low risk Virus (Threat level 1 or 2 only).
- Minor mal-functions with desktop type applications and/or hardware.
Priority Teaching
| Urgency | Target Response Time | Target Resolution Time |
|---|---|---|
| High | 12 Minutes | 20 Minutes |
Impact Description
Assigned to incidents involving AV failures that directly disrupt teaching activities.
Examples
- Complete loss of audio or video,
- Malfunctioning projector,
- Unresponsive displays.
Service Request - SR1
| Target Response Time | Target Resolution Time |
|---|---|
| 4 hours | 2 Business days |
Impact Description
Service Request which needs to be delivered within 2 business days.
Examples
- Password Request.
Service Request - SR2
| Target Response Time | Target Resolution Time |
|---|---|
| 1 Business days | 3 Business days |
Impact Description
Service Request which needs to be delivered within 3 business days.
Examples
- Mail quota.
- Software Assistance.
- Printer Jams
Service Request - SR3
| Target Response Time | Target Resolution Time |
|---|---|
| 2 Business days | 5 Business days |
Impact Description
Service Request which needs to be delivered within 5 business days.
Examples
- Account creation
- File store
- Mail registration
- Admin PC move
- How-to questions
- Course access, enrolment
Service Request - SR4
| Target Response Time | Target Resolution Time |
|---|---|
| 3 Business days | 20 Business days |
Impact Description
Service Request which needs to be delivered within 20 business days.
Examples
- MyHR Access
Service Request - SR5
| Target Response Time | Target Resolution Time |
|---|---|
| 5 Business days | 90 Business days |
Impact Description
Service Request which needs to be delivered within 90 business days.
Examples
- Admin software approval.
QMUL Special services
Computer Lab (based upon critical times of use i.e. Exam, Teaching)