Support Service Level Agreement (SLA)

Examples

Priority 1 (Critical)
 Network, internet services down. Major business disruption affecting many users.

1. Entire office unable to access internet.
2. Complete power failure in the server room.
3. Teams phone system completely down.
4. Significant cybersecurity breach.
5. Office-wide ransomware attack.
6. Failure of network infrastructure
7. Multiple major hardware failures.

Priority 2 (High)
 User has no computer/laptop functionality; minor business disruption affecting a small number of users. Authentication issues.

1. User unable to log in due to account lockout.
2. Computer won’t boot up.
3. Critical application crashes repeatedly.
4. Broken device
5. Persistent Blue Screen of Death (BSOD).
6. Major software malfunction preventing work
7. Authentication server issues.
8. User unable to access WiFi (ethernet okay)
9. Essential peripheral device (e.g., scanner) failure.
10. Corrupted user profile.

Priority 3 (Standard)
 Issue affecting a single user; user has reduced functionality. Printer not available; extended monitors not working.

1. Outlook malfunctioning.
2. Printer connectivity issues.
3. Second/third monitor not displaying.
4. Software update causing minor glitches.
5. Temporary internet connection issues for a single user.
6. Non-critical application errors.
7. Mouse or keyboard malfunction.
8. Issues with accessing online libraries.
9. Issues with headset
10. Single user unable to access a specific website.

Priority 4 (Low)
 User account requests/changes. Procurement, installation, requests. Minor work not impacting business functionality.

1. New user account creation.
2. Password reset requests.
3. Software installation on a new device.
4. Hardware upgrade requests.
5. Installation of non-essential applications.
6. Adding a user to a distribution list.
7. General IT queries and guidance.
8. Peripheral device setup (e.g., new printer).
9. Routine maintenance tasks.
10. User training on software usage.