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Service Level Expectation
20161.1 PRIORITY DEFINITIONS:
1.1.1 Priority 1
• Summary: Priority 1 incidents are major outages that affect the entire City, an entire department, or a substantial number of citizens. There is no workaround or a complex workaround available and critical functionality is severely impaired or not available. This would also include a security breach that introduces a high risk to data or infrastructure.
• A virus outbreak is discovered and spreading requiring intervention
• A hardware failure causes multiple enterprise and departmental systems to go down.
• Response: immediate and sustained effort using all available resources until resolved. On-call procedures activated, vendor support invoked. The target resolution time for Priority 1 incidents is 2 hours.
1.1.2 Priority 2
• Summary: Priority 2 incidents can be a wide range of incidents. The incident types range from a moderate urgency affecting the entire City to a critical urgency affecting a workgroup.
• Departmental wide system down, citizen can’t access ancillary service.
• Response: IT responds immediately, assesses the situation, and may interrupt other staff working lower priority incidents for assistance as needed to meet the target resolution time of 8 hours
1.1.3 Priority 3
• Summary: These incidents range from a low urgency impacting the entire City to a high urgency impacting a division or workgroup.
• Multi-function printer not working for a division or workgroup. Limited number or no other printers available in area.
• Response: IT responds within 30 minutes, assesses the situation, and may interrupt other staff working lower priority incidents for assistance to meet the target resolution of 2 business days.
1.1.4 Priority 4
• Summary: These incidents range from a low urgency incident impacting a site or department to a High urgency issue impacting a single user.
• Services affecting 2-15 users / services degraded but not out.
• Response: IT responds using standard procedures and operating within normal supervisory management structures in order to meet the target resolution time of 4 business days.
1.1.5 Priority 5
• Summary: These incidents range from a low urgency incident impacting a workgroup or division to a moderate urgency incident impacting a single user.
• Single machine failure within a workgroup.
• Response: IT responds using standard operating procedures and as time allows in order to meet the target resolution time of 7 business days.