CRM | UTO Service Level Agreement

 

Provider groups sponsored by ASU's University Technology Office (UTO) use this Service Level Agreement (SLA) as a guide when responding to support cases in CRM (Customer Relationship Management).

This SLA applies only to cases of type Issue.  Different responses are expected for cases with different priorities.

Note: Issue cases open longer than the targets below will be marked with a red dot in the CRM Support dashboard.

 

Case Priority = Critical - Production Down & High Visibility

  • Examples include: 
    • Outages to entire campuses, groups of indviduals, multiple systems or mission-critical customers
    • Issues that have high visibility to ASU or Information technology.
    • Issues affecting Vital User Systems
    • Significant security breach or software virus.  
  • Response Expected: 
    • Case resolved ASAP or within 1 business day
    • Escalation (if necessary) within 15 minutes
  • Communication
    • 24/7
    • Help Desk to contact tier 2 help immediately, if necessary
    • 2nd tier responds to customer with in 2 hours and contacts customer every 2 hours until situation is corrected.
    • Situation is posted on system health by the Help Desk with a red light

Case Priority = Urgent - Production Down

  • Examples include: 
    • Outages affecting individuals, departments, non mission-critical systems.
    • Issues requiring after hours support, wireless being down, departmental file server down.
  • Response Expected
    • Case resolved ASAP or 2 business days
    • Escalation (if necessary) within 30 minutes
  • Communication
    • 24/7
    • Help Desk to contact tier 2 help within 30 minutes, if necessary
    • 2nd tier responds to customer with in 4 hours and contacts customer every 4 hours until situation is corrected during business hours
    • Situation is posted on system health by the Help Desk with a yellow light

Case Priority = Standard

  • Examples include: 
    • Questions about standard operating procedures or requests for future service.
    • Scheduled repair or configuration services
    • Software enhancements, inquiries, research of cases with unknown causes
  • Response expected
    • Case resolved within 1 week.
  • Communication
    • Business Hours
    • Auto notify customer via CRM


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Updated: 7/8/09 Topic: