Service Level Agreement
Service Level Agreement
Changes
Version 2.0 - June 1, 2023
- Added
“Citizens incapable of performing vital tasks” and “Non-Mission-critical
service totally unavailable” to the Urgency list
- Updated
definition of “Core Hours” to include Saturday and Sunday, and for
better clarity
- Edited
P2 Target Resolution time to reflect the new 7 days a week Core
Hour schedule
- All
Website Access Requests with an Urgency “Interferes with
non-business related use” are now P3
- Grammar
and spelling corrections
Version 2.1 - January 9, 2024
- Removed "Performance poor or unacceptably slow" due to confusion on the definition, and redundancy with new Urgencies
Version 1.0 - July 1, 2021
- Initial Agreement
Version 1.1 - July 1, 2021
- Added priority rules for Website Access Requests
Version 1.2 - January 6, 2022
- Changed "Small Group" to "Small Group / Shift" for better understanding