Overview

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We use one simplified 'Case' ticket form that can be identified with a sub-type of 'Incident' or 'Request'. All cases must be one of the two, and can only be one of the two. Since January 2021, both sub-types are measured against the same SLAs, but this may change in the future. Generally, Incident breaches are of more a concern than Request breaches, but a breach is still considered a breach.

Case Types

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Incident

An incident represents an unplanned interruption or reduction in quality of a service. We have specific response and resolution commitments to our clients specified in the ITS Incident Priority Matrix and SLA Targets page. Non-ITS customers can choose to honor the ITS targets or not, but there are not presently any alternative SLAs.

Request

Requests are cases from clients who are requesting service or action from us. These can either be short-tem or long-term cases. If a request is kicking off a project or longer term

development work, it is best practice to migrate that request to project management software (such as JIRA), and close the ServiceNow case with reference to the ticket created in the project management software.

SLA Commitments

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All cases will be subject to the Resolution times below. SLA times are only calculated for Monday - Friday, 8:00am to 4:30pm exclusive of university holidays.

Priority	Description	Target Resolution Time (Goal: 85% success rate)
1	Emergency	4 hours
2	High	8 hours
3	Medium	3 days
4	Low	5 days

Pre-2020

There used to be a separate 'Response Time' SLA, we have removed this SLA and replaced it with a field called 'First Reply Time'. See the 'First Reply' fields on Case Table reporting. The SLAs that we had for Response are below.

Priority	Description	Target Response Time (Goal: 90% success rate)
1	Emergency	15 minutes
2	High	30 minutes
3	Medium	2 hours
4	Low	1 business day