IT Enterprise Service Level Agreement (SLA)

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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"SLA") applies to all services provided by Enterprise IT ("Central IT") except where specific exceptions are noted or superseded by service-specific SLAs.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 assist IT in prioritizing 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 section 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 Request Item SLA (RITM) 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




	Extensive / Widespread Impact (Entire department, floor, branch, line of business, external customer or multiple patients affected.)	Significant / Large Impact (Less than 5 business people affected. No patients involved.)	Moderate / Limited Impact (Less than 5 business people affected. No patients involved.)	Minor / Localized Impact (1 business person affected. No patients involved.)
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

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

Request Item SLA (RITM)

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 Request 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 SLA

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.

Owning Team: ITSM Process