SLA Response (MSU)

Reseau has implemented an ITIL-compliant approach using Connectwise as its ticketing tool. Support Staff are trained to recognise and/or collect data relating to the severity and impact of an incident: defaults are also set based on the associated CI or service.

It also greatly assists us if clients work together with us to identify with the priority levels as well to assist us with our responsiveness.

Table 1: Incident Priority Matrix (Combination of Urgency and Impact)

Impact
High Medium Low
 

Urgency

High 1 2 3
Medium 2 3 4
Low 3 4 5
 
Priority Code Description Target Response Time Target Resolution Time
1 Critical Immediate 1 Hour
2 High 10 Minutes 4 Hours
3 Medium 1 Hour 8 Hours
4 Low 4 Hours 24 Hours
5 Very Low 1 Day 1 Week


Table 2: Incident Urgency Definitions

Category Description
High (H)
  • The damage caused by the Incident increases rapidly.
  • Work that cannot be completed by staff is highly time sensitive.
  • A minor Incident can be prevented from becoming a major Incident by acting
  • immediately.
  • Several users with VIP status are affected.
Medium (M)
  • The damage caused by the Incident increases considerably over time.
  • A single user with VIP status is affected.
Low (L)
  • The damage caused by the Incident only marginally increases over time.
  • Work that cannot be completed by staff is not time sensitive.

Table 3: Incident Impact Definitions

Category Description
High (H)
  • A large number of staff are affected and/or not able to do their job.
  • A large number of customers are affected and/or acutely disadvantaged in some way.
  • The financial impact of the Incident is (for example) likely to exceed $10,000.
  • The damage to the reputation of the business is likely to be high.
  • Someone has been injured.
Medium (M)
  • A moderate number of staff are affected and/or not able to do their job properly.
  • A moderate number of customers are affected and/or inconvenienced in some way.
  • The financial impact of the Incident is (for example) likely to exceed $1,000 but will not be more than $10,000.
  • The damage to the reputation of the business is likely to be moderate.
Low (L)
  • A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort.
  • A minimal number of customers are affected and/or inconvenienced but not in a significant way.
  • The financial impact of the Incident is (for example) likely to be less than $1,000.
  • The damage to the reputation of the business is likely to be minimal.