Service Level Agreements

In order to ensure that your requests for assistance are handled in a timely manner, service level agreements have been configured in the help desk software. Each help request is assigned a priority based on the severity of the request. The "clock" starts running the minute the request is opened. As each threshold is exceeded, additional notifications are sent to the assignee to resolve each help request appropriately. The default SLA and thresholds appear below (business hours are calculated as 8 a.m.–5 p.m., Monday through Friday).