Service Request Impact Definitions
|
Impact |
Detailed Description |
|---|---|
|
High |
If not executed there will be a significant impact on the business (e.g. restoring critical information from backup). |
|
Medium |
If not executed there will be a moderate impact on the business (e.g. changing a patch wave). |
|
Low |
If not executed there will be no material impact on the business (e.g. a simple request for information, provisioning new infrastructure or services or querying an invoice). |
Service Request Urgency Definitions
|
Urgency |
Detailed Description |
|---|---|
|
High |
The request is critical and requires immediate attention. Failure to address the request promptly may result in significant disruption to business operations or impact business-critical systems and/or the user is a VIP user. |
|
Medium |
The request is important but does not require immediate attention. Failure to address the request within a reasonable timeframe may result in some level of disruption to business operations or impact non-business-critical systems. |
|
Low |
The request is non-critical and can be addressed within a flexible timeframe. Failure to address the request promptly may result in some inconvenience or delay, but it does not impact business operations or critical systems. |
Service Request Priorities
Service Request priorities will be derived using the following matrix where the Customer specifies the Impact and SoftwareOne specifies the Urgency.
|
Priority |
Impact |
|||
|---|---|---|---|---|
|
Urgency |
|
High |
Medium |
Low |
|
High |
S1 |
S2 |
S2 |
|
|
Medium |
S2 |
S2 |
S3 |
|
|
Low |
S2 |
S3 |
S3 |
|
Service Request Service Levels
The times listed in the table below are objectives for initial response to Customer and do not indicate the time required to implement a Service Request
|
Priority Level |
Description |
Response SLA (elapsed minutes/hours) |
|---|---|---|
|
S1 |
High |
8 hours |
|
S2 |
Medium |
24 hours |
|
S3 |
Low |
48 hours |