IT Support Policy Template (SLA Included)

Why an IT Support Policy Matters

"IT will get back to you" is not a support policy. An IT support policy defines what support is available, how to request it, what response times to expect, and what happens when things go wrong. It manages expectations and creates accountability.

SLA Framework

Priority	Definition	Response Time	Resolution Time
P1 — Critical	System down, multiple users affected, revenue impact	15 minutes	4 hours
P2 — High	Major functionality impaired, single user critical	1 hour	8 hours
P3 — Normal	Routine request, minor issue	4 hours	24 hours
P4 — Low	Feature request, documentation, non-urgent	24 hours	5 business days

Download the Template

Download the IT Support Policy Template

Implement with Workro Desk

Workro Desk automatically tracks SLA compliance per ticket, escalates when targets are breached, and generates monthly SLA reports. Start free.