Incident Resolution Achievement
Strategic Anchor(s): You Get Me Relationships, Trusted Solutions
Incident Resolution Achievement measures UW-IT’s ability to resolve IT Incidents within the service level agreements (SLA) shown below. UW-IT’s target is to resolve at least 80% of Incidents within SLA.
- Priority 1 (Critical): Resolution time of two hours (24×7)
- Priority 2 (High): Resolution time of four hours (24×7)
- Priority 3 (Moderate): Resolution time of one Business Day
- Priority 4 (Low): Resolution time of two Business Days
- Priority 5 (Lowest): Resolution time of five Business Days
The following chart shows the percentage of UW-IT managed Incidents that achieved resolution SLA.
ITASK First Response Achievement
Strategic Anchor(s): You Get Me Relationships, Trusted Solutions
Coming soon…
First Response Achievement
Strategic Anchor(s): You Get Me Relationships
First Response Achievement measures UW-IT’s ability to respond to help ticket requests within the service level agreements (SLA) shown below. UW-IT’s target is to respond to at least 80% of requests within SLA.
- Priority 3 (Urgent): Response time of three Business Hours
- Priority 4 (Elevated): Response time of six Business Hours
- Priority 5 (Standard): Response time of one Business Day
The following chart shows the percentage of UW-IT managed help ticket requests that achieved the First Response SLA.
Customer Update Achievement
Strategic Anchor(s): You Get Me Relationships
Customer Update Achievement measures UW-IT’s ability to respond to help ticket follow-up questions within the service level agreements (SLA) shown below. UW-IT’s target is to provide updates to at least 80% of follow-up questions within SLA.
- Priority 3 (Urgent): Response time of one Business Day
- Priority 4 (Elevated): Response time of one Business Day
- Priority 5 (Standard): Response time of two Business Days
The following chart shows the percent of Requests that achieved the Customer Update SLA.