Service Level Agreements
How does Health IT determine deadlines to have a technical resource examine and respond to your issue?
Our service level agreements are based on priority, and vary by level of agreement. These SLAs refer to incidents, or tickets.
The time period in hours is our deadline to have a technical resource examine and respond to your issue. It is not a measure of time to resolution.
Ad-hoc customers do not have service level agreements and will be served on an “as-available” basis.
Priority is determined by a mix of impact and urgency.
Impact is a measure of how much functionality is affected.
IMPACT | DESCRIPTION | EXAMPLE |
|---|---|---|
| High | Critical problem – Major business processes are stopped | Server is down and will not reboot. |
| Medium | Business is degraded, but there is a reasonable workaround | Printers are not printing. Doctors are having to write scripts by hand. |
| Low | More of an irritation than a stoppage | Email is sending but displays an error. |
Urgency is a measure of how many people are affected.
URGENCY | DESCRIPTION | EXAMPLE |
|---|---|---|
| High | Whole company is affected | Power is off, no computers are working. |
| Medium | A significant group of people are affected | The Internet is not working. |
| Low | A small number of people are affected | A scanner is not working. |
By mixing the Impact and Urgency, we determine the Priority.
HIGH URGENCY | MEDIUM URGENCY | LOW URGENCY | |
|---|---|---|---|
| HIGH IMPACT | Priority 1 | Priority 2 | Priority 3 |
| MEDIUM IMPACT | Priority 2 | Priority 3 | Priority 4 |
| LOW IMPACT | Priority 3 | Priority 4 | Priority 4 |