Service Level Expectation



2016


1.1 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. 
        o Examples: 
            • 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. 
        o Examples:
            • 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. 
        o Examples:
         • 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. 
        o Examples:
         • 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. 
        o Examples:
         • 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.