SLA

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
HighCritical problem – Major business processes are stoppedServer is down and will not reboot.
MediumBusiness is degraded, but there is a reasonable workaroundPrinters are not printing. Doctors are having to write scripts by hand.
LowMore of an irritation than a stoppageEmail is sending but displays an error.


Urgency
 is a measure of how many people are affected.

URGENCY
DESCRIPTION
EXAMPLE
HighWhole company is affectedPower is off, no computers are working.
MediumA significant group of people are affectedThe Internet is not working.
LowA small number of people are affectedA scanner is not working.

By mixing the Impact and Urgency, we determine the Priority.

 
HIGH URGENCY
MEDIUM URGENCY
LOW URGENCY
HIGH IMPACTPriority 1Priority 2Priority 3
MEDIUM IMPACTPriority 2Priority 3Priority 4
LOW IMPACTPriority 3Priority 4Priority 4