Resolution Timeframes & Agent Expectations
This document outlines the response and resolution expectations for IT support tickets based on their assigned priority. It defines the SLA (Service Level Agreement) timeframes within which agents are expected to act and resolve issues, as well as the operational hours during which these SLAs are in effect.
SLA Matrix
Priority
Respond Within
Resolve Within
Operational Hours
Urgent
15 minutes
2 hours
Business Hours
High
30 minutes
8 hours
Business Hours
Medium
45 minutes
24 hours
Business Hours
Low
1 hour
72 hours (3 days)
Business Hours
Agent Expectations
General Expectations
All agents must acknowledge (respond to) tickets within the timeframe specified by the ticket priority.
Agents are responsible for ensuring the ticket is actively worked on and resolved within the SLA resolution window.
If a resolution requires escalation or is blocked by third parties, agents must document the reason and update the requester accordingly.
!Urgent Priority!
Example: Major service outage, widespread system failure. All users affected.
Expectation: Immediate attention; agent must begin work immediately upon ticket assignment.
Escalate to IT Manager (and vendor where needed) within 30 minutes if no resolution is in sight.
High Priority
Example: Critical user issue, security risk, or system function impacting one or more teams.
Expectation: Action within 30 minutes and frequent communication to user during resolution.
Medium Priority
Example: Non-urgent technical issue, feature not working as expected affecting more users.
Expectation: Respond and plan for resolution within 1 business day.
Low Priority
Example: General queries, minor issues, how-to requests.
Expectation: Acknowledge within 1 hour and resolve within 3 business days, based on workload.
Operational Hours
All SLA timers apply only during Business Hours.
Business Hours are defined as: Monday to Friday, 8:00 AM – 6:00 PM
Tickets raised outside operational hours will have their SLA clocks start at the beginning of the next business day.
SLA Breach Procedure
If an SLA is at risk of being breached:
The agent must notify the IT Manager.
Document all steps taken and blockers in the ticket.
Communicate transparently with the requester on delays and ETA.