Service Level Objectives
Service Level Objective
AIS Network Operations Center (NOC) provides the following Service Level Objectives (SLO):
Critical
Description: Complete impact to productivity or service affecting many or all customer end-users.
Acknowledgement: 30 Minutes (24x7)
Response: 1 Hour (24x7)
Communication Frequency: 2 Hours(24x7)
High
Description: Higher impact to productivity or service, multi user impact, multiple services not working.
Acknowledgement: 1 Hour (Business Hours)
Response: 4 Hours (Business Hours)
Communication Frequency: 8 Hours (Business Hours)
Medium
Description: Lower impact or individual impact, smaller issues affecting more than 1 person.
Acknowledgement: 8 Hours (Business Hours)
Response: 2 Days (Business Hours)
Communication Frequency: 2 Days (Business Hours)
Low
Description: Low impact to productivity or service, or other task that can be scheduled for convenience or preventing a disruption.
Acknowledgement: 2 Days (Business Hours)
Response: 3 Days (Business Hours)
Communication Frequency: 3 Days (Business Hours)
Information
Description: No impact to productivity or service, may require additional information from a 3rd party, scheduled task that needs to be planned greater than 5 business days from ticket creation.
Acknowledgement: 2 Days (Business Hours)
Response: 4 Days (Business Hours)
Communication Frequency: N/A