Schools ICT Team SLA
Written by James Scott
Service requests received by the team will be assigned a priority according to the following definitions, and we will aim to resolve 90% of requests within the timescales stated:
| Call Priority | Definition | Target Response Time (working days) |
| A | All workstations are unable to access SIMS | 1 |
| B | All workstations are unable to access a particular module, or one workstation is unable to access SIMS and this is preventing the school from performing a vital function | 2 |
| C | All other SIMS faults and usage enquiries where 1) the enquiry is necessary for a school to perform a vital function and 2) the school’s staff have attended adequate levels of training | 4 |
| D | Non-urgent usage enquiries and all developmental requests such as the creation of SIMS.net reports | 10 |
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Last Updated (Friday, 06 July 2007 09:10)