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

  1. Removed "Performance poor or unacceptably slow" due to confusion on the definition, and redundancy with new Urgencies

Version 1.0 - July 1, 2021

  1. Initial Agreement

Version 1.1 - July 1, 2021

  1. Added priority rules for Website Access Requests

Version 1.2 - January 6, 2022

  1. Changed "Small Group" to "Small Group / Shift" for better understanding

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