Service Level Expectations (SLE)
Our service desk prioritizes rapid response and transparent expectations. Below you’ll find severity rankings with response & escalation times, our functional escalation policy, and ongoing service targets for your environment.
Service Desk Severity Rankings & Response Times
| Problem Level | Description | Initial Response Time | Escalation | Expected Time to Resolution |
|---|---|---|---|---|
| Emergency (Business Hours) | Whole company or department not able to function due to production system outage. | 30 Minutes | 1 Hour | Determined by the nature of the event |
| Critical | Single end-user is not able to perform business-critical job function. No work-around exists. | 1 Hour | 4 Hours | Determined by the nature of the event |
| Normal | The problem inhibits the end-user’s ability to be fully functional. | 8 Hours | 16 Hours | 5 Days |
| Scheduled Maintenance | Upgrades or any technical services that are scheduled. | 24 Hours | 40 Hours | 2 Weeks |
| New User Setup | Single user new hire, or new system for existing employee. | 16 Hours | 24 Hours | Determined by the nature of the event |
| Orientation | 2–4 new hires, or new systems for 2–4 existing employees (please consult your AM for 5+). | 16 Hours | 32 Hours | Determined by the nature of the event |
| Low | The problem is routine, possibly just an inquiry with no loss of computing function. | 32 Hours | 60 Hours | 2 Weeks |
- Initial Response means the reporter will be contacted to confirm the issue is being worked and to discuss details as needed.
- Emergency & Critical issues must be reported by phone.
- Business Hours: 8:00am–5:00pm Local Time, Monday–Friday.
- All timelines involving hardware/software are subject to vendor availability.
Functional Escalations
As outlined above, AIIS’s Service Desk Coordinator will escalate any unresolved issue(s) according to our escalation policy within the timeframe allotted for that severity level. Some issues may take longer than the expected time to resolution due to factors outside of our control.