SLA - Incident Escalation & SLA Proces
Incident Categorisation, Target Times, Prioritisation, and Escalation
1. Functional Escalation
In order to adequately determine if SLAs are met, it will be necessary to correctly categorise and prioritise incidents quickly.
2. Categorisation
The goals of proper categorisation are:
• Identify Service impacted and appropriate SLA and escalation timelines
• Indicate what support groups need to be involved
• Provide meaningful metrics on system reliability
For each incident the specific service will be identified. It is critical to establish with the user the specific area of the service being provided.
In addition, the severity and impact of the incident need to also be established. All incidents are important to the user, but incidents that affect large groups of personnel or mission-critical functions, need to be addressed before those affecting 1 or 2 people.
Does the incident cause a work stoppage for the user or do they have other means of performing their job? An example would be a broken link on a web page is an incident but if there is another navigation path to the desired page, the incident’s severity would be low because the user can still perform the needed function. The incident may create a work stoppage for only one person but the impact is far greater because it is a critical function.
3. Priority Determination
The priority given to an incident that will determine how quickly it is scheduled for resolution will be set depending upon a combination of the incident severity and impact.
1. Functional Escalation
In order to adequately determine if SLAs are met, it will be necessary to correctly categorise and prioritise incidents quickly.
2. Categorisation
The goals of proper categorisation are:
• Identify Service impacted and appropriate SLA and escalation timelines
• Indicate what support groups need to be involved
• Provide meaningful metrics on system reliability
For each incident the specific service will be identified. It is critical to establish with the user the specific area of the service being provided.
In addition, the severity and impact of the incident need to also be established. All incidents are important to the user, but incidents that affect large groups of personnel or mission-critical functions, need to be addressed before those affecting 1 or 2 people.
Does the incident cause a work stoppage for the user or do they have other means of performing their job? An example would be a broken link on a web page is an incident but if there is another navigation path to the desired page, the incident’s severity would be low because the user can still perform the needed function. The incident may create a work stoppage for only one person but the impact is far greater because it is a critical function.
3. Priority Determination
The priority given to an incident that will determine how quickly it is scheduled for resolution will be set depending upon a combination of the incident severity and impact.
4. SLA Target Times
Incident support for existing services is provided 15 hours per day, 5 days per week, and 265 days per year. Following are the current targets for response and resolution for incidents based upon priority.
Incident support for existing services is provided 15 hours per day, 5 days per week, and 265 days per year. Following are the current targets for response and resolution for incidents based upon priority.
5. Incident Escalation Process
