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
Last modified April 12, 2020