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Guideline

IT Enterprise Service Level Agreement (SLA)

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"SLA") applies to all services provided by Enterprise IT ("Central IT") except where specific exceptions are noted or superseded by service-specific SLAs.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 are covered by this agreement as well as first-level support provided by the Service Desk. 

Objectives

The objectives of this document are 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 24/7 for patient- and business-critical systems but limited to availability of systems and do not apply to individual user support. System-wide issues affecting multiple departments will be responded to within 1 hour if impacting clinical or business operations. Critical outages will be responded to within 15 minutes. Otherwise, standard support hours (hereafter referred to as "business hours") are 8:00 a.m. to 5:00 p.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 the Incident priority matrix below. 

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

IT Service Desk SLA response

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

 

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% in <4 hours

P2 - High

1 hour

80% in <8 hours

P3 - Medium

2 business hours

80% in <3 business days

P4 - Normal

1 business day

80% in <5 business days

Requests (RITM)

N/A 80% in <5 business days

 

Service-specific (RITM) SLA

Service-specific (RITM) SLA

Service level targets for RITMs can vary from 1 day to over 30 days, depending on the request. The targets will be displayed within each service request form, found under Order Specific Services at http://help.ucsf.edu. If a target is not specified, expect up to 30 or more days unless the assigned IT contact states otherwise. 

IT Field Service SLAs

See the 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 an SLA target has been exceeded or the customer's issue is directly impacting patient care. In these cases, a Manager Escalation process will be invoked, in which the manager for the service line or a designee is required to contact the customer within 24 hours.