Policy

IT Support Policy Template with SLA

Create an IT support policy with clear SLAs, escalation paths, and response time targets.

Purpose

This policy defines the IT support services available to all employees, how to request support, expected response times, and escalation procedures.

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

Standard support: Monday to Friday, 9:00 AM to 6:00 PM IST. Extended support (P1 only): 24/7. National holidays are excluded from SLA calculations.

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