Ticket Prioritization
- Urgent
- Users statewide and/or multiple agencies are affected
- A vital service is down
- More than one person is down and unable to work
- High
- An entire agency or program is affected
- A vital service is degraded
- User is completely down and unable to work
- Normal
- Over 5 users are affected
- An individual user able to do some work but not all
- Low
- New request or feature
- Regular maintenance request
Service Level Agreement (SLA) Times
|
Description |
Target 1st Response Time |
Target Resolution Time |
|
Urgent |
15 minutes |
2 Hours |
|
High |
60 minutes |
4 Hours |
|
Normal |
4 Business Hours |
2 Business Day |
|
Low |
1 Business Day |
1 Week |
Ticket Escalation Times
|
Prioritization Level |
1st Escalation |
2nd Escalation |
|
Urgent |
Incident Team |
All ETS Staff |
|
High |
All Leads |
All ETS Staff |
|
Medium |
Lead of group ticket is assigned to |
All Leads |
|
Low |
Lead of group ticket is assigned to |
All Leads |