it.ucsf.edu

IT Enterprise Service Level Agreement (SLA)

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Policy Type

Standard

Scope

This Service Level Agreement (hereafter referred to as "SLA"), applies to all services provided by Enterprise IT ("Central IT") except where specific exceptions are noted or superseded by service specific SLAs.  For Apex, client connectivity and infrastructure support is covered by this agreement as well as first level support provided by the Service Desk. 

Objectives

The objective of this document is to describe the base level of service and the means of providing consistent service at a predefined level of quality. 

Support Hours

Support hours are 24x7 for patient and business critical systems but limited to availability of systems and does not apply to individual user support.  System-wide issues affecting multiple departments will be responded to within 1 hour if impacting clinical and/or business operations.  Otherwise, standard support hours (hereafter referred to as "business hours") are 8:00 a.m. to 5:00 a.m. Monday through Friday, excluding holidays.  

Definitions

Incident (INC) is generally an unplanned interruption, inquiry, or simple request to add, modify, or remove something. Tickets opened through the "Get IT Help" link from http://help.ucsf.edu are opened as an Incident. Priority levels are assigned to help IT prioritize Incidents based on customer urgency and organizational impact.  The urgency is determined by the customer and the impact by IT personnel.  See Incident Priority Matrix below. 

Request Item (RITM) is a service request that follow a predefined workflow and leverage task workflow automation.  RITMs are service specific and are designed to gather all necessary information through a custom form and is assigned directly to the responsible team bypassing the Service Desk. RITMs generally will have a 5 business days SLA unless noted separately under "Service Specific SLA" section below. 

 

IT Service Desk Response SLA

CONTACT CHANNEL RESPONSE TARGET
Phone (415) 514-4100 80% answered < 60 seconds
Voicemail (415) 514-4100 TBD
Online Chat TBD
Online submission via Get IT Help 80% < 24 hours
Email 80% < 24 hours

Incident Priority Matrix

Incident Priority Matrix

 

Widespread Impact

(Multiple departments)

Large Impact

(Multiple users)

Moderate Impact

(Single user)

Localized Impact

(Single user)

High

Urgency

P1 - Critical Priority P2 - High Priority P2 - High Priority P3 - Medium Priority

Medium 

Urgency

P2 - High Priority P3 - Medium Priority P3 - Medium Priority P3 - Medium Priority

Normal 

Urgency

P3 - Medium Priority P4 - Normal Priority P4 - Normal Priority P4 - Normal Priority

*A single-user incident can be considered a P2-High Priority when impacting patient care

Global SLA Targets

PRIORITY

RESPONSE TARGET

RESOLUTION TARGET

P1 - Critical

15 minutes

80% < 4 hours

P2 - High

1 hour

80% < 8 hours

P3 - Medium

2 business hours

80% < 3 business days

P4 - Normal

1 business day

80% < 5 business days

Requests (RITM)

n/a 80% < 5 business days

Service Specific (RITM) SLA

Service Specific SLAs (RITM)

SERVICE REQUEST TYPE RESOLUTION TARGET
Account Requests for Medical Center systems 80% < 5 business days
Account Requests for Network, Email, and Resource Accounts 80% < 3 business days
DNS Requests - Externally Hosted 80% < 7 business days
DNS Requests - UCSF Hosted 80% < 5 business days
Computer Request - Standard 80% < 7 business days
Computer Request - Custom Build 80% < 14 business days
   
   

 

IT Field Service SLA

See ITFS Service Catalog for more information.  

Manager Escalations

Customers have the option to contact the IT Service Desk at (415)514-4100 to request an escalation if SLA target has exceeded or if their issue is directly impacting patient care.  In those cases, a Manager Escalation process will be invoked in which the manager for the service line or designee is required to contact the customer within 24 hour hours.