Incident Response Time & Resolution Matrix
|
Priority
|
Response Time Objective
|
Resolution Objective
|
|
1
|
30 minutes
|
4 hours
|
|
2
|
1 business hour
|
1 business day
|
|
3
|
1 business day
|
3 business days
|
|
4
|
2 business days
|
5 business days
|
Definitions
Incident: An unplanned interruption to a service or reduction in the quality of service.
Service Request: A request that initiates a specific set of pre-defined action(s) which has been identified as a normal part of service delivery (e.g., Access Request).
Incident-Services Request Model: A predefined set of steps to fulfill a specific type of Service Request or resolve a specific type of Incident.
P1 Incident Definition
A Major (Priority 1/P1) Incident is a technology outage which is high impact (NDUS-or Campus-wide), resulting in the inability for users to perform a vital business function. “Vital business function” refers to those business processes deemed vital to faculty, staff, or students, and for which there is no redundancy or acceptable manual workaround.
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P2 Incident Definition
A Priority 2/P2 is Any issue or combination of issues that interrupt services in a manner such that there is a noticeable detrimental effect on the business or ability to serve customers or users, or mission critical system or service is down or unavailable, but a workaround is available, or mission critical system or service is working slowly or partially.
P3 Incident Definition
A Priority 3/P3 is any issue which results in a loss of function for a component of the service and is important (but not critical) to the business; a workaround may or may not be available.
P4 Incident Definition
A Priority 4/P4 is any issue which results in impairment of a non-critical service, and a group or an individual is impacted, and a workaround may or may not be available. is a technology outage which is high impact (NDUS-or Campus-wide) which there is no redundancy or acceptable manual workaround.
Service Request response time & Fulfillment Matrix
|
Priority
|
Response Time Objective
|
Fulfillment Objective
|
|
2
|
1 business hour
|
1 business day
|
|
3
|
1 business day
|
3 business days
|
|
4
|
2 business days
|
5 business days
|
P2 Service Request Definition
A Priority 2/P2 is any request that requires fulfillment for customers or users to be able to conduct mission critical business functions and requires urgent attention.
P3 Service Request Definition
A Priority 3/P3 is any request that requires fulfillment for customers or users to be able to conduct important or critical business functions requiring medium urgency.
P4 Service Request Definition
A Priority 4/P4 is any request that requires fulfillment for customers or users to be able to conduct non-critical business functions or requests with low urgency.